Customer Support Specialist

About the role

We're looking for a reliable, organised, and empathetic Customer Support Specialist.

Responsibilities

• Respond to merchant inquiries across email and dashboard channels with clarity and empathy.
• Troubleshoot issues related to returns, shipping, payments, and platform configuration.
• Investigate more complex cases escalated by the CX team.
• Collaborate cross-functionally with Product, Ops, Engineering, and Account Managers to resolve customer issues.
• Support merchants with account setup, onboarding questions, and best-practice guidance.
• Document recurring issues and help refine internal processes to improve response times and accuracy.
• Maintain and update internal and external Knowledge Base articles.
• Act as a liaison between merchants and internal teams to ensure feedback is captured and acted upon.

Requirements

• 2-3+ years of experience in Customer Support, ideally in SaaS, e-commerce, logistics, or a similar fast-paced environment.
• Strong troubleshooting skills and the ability to break down problems clearly.
• Familiarity with e-commerce platforms (Shopify, BigCommerce, WooCommerce).
• Basic understanding of shipping carriers, customs requirements, or returns flows is a plus.
• Empathy, patience, and a calm approach to challenging conversations and ability to multitask, prioritise, and stay organised.
• Comfortable collaborating with multiple internal teams and escalating issues when needed.
• Curiosity and willingness to learn new tools and processes quickly.
• Experience with Intercom or similar support platforms is a bonus.

Qualifications

• Passionate about helping others and solving problems.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and organisational skills.

Skills

• Customer Service
• Problem Solving
• Technical Troubleshooting
• Collaboration
• Knowledge Base Management
• Communication

Benefits

• Competitive base salary
• Stock options in a high-growth startup
• Competitive PTO with public holidays additional (and your birthday off!)
• Pension contributions
• Private health
• Gym and wellness benefits
• Mental health benefits
• Quarterly team offsite budget
• Thursday happy hour
• Breakfast Mondays

Pay

Competitive base salary.

Schedule

Full-time.