About the Company
Shopify is a leading global commerce company providing essential internet infrastructure for commerce, offering a suite of tools to start, run, market, and manage a retail business of any size. We are dedicated to making commerce better for everyone, so businesses can focus on what they do best: building and selling their products. Join our team and help us empower millions of entrepreneurs worldwide.
Job Description
We are seeking a dedicated and detail-oriented Remote Email Support Agent to join our growing customer success team. This is a 100% remote position, offering the flexibility to work from anywhere in Canada. The role is entirely text-based, focusing exclusively on email communication to resolve customer inquiries, provide information, and ensure a positive customer experience. There will be absolutely no phone calls involved in this position. If you have a passion for helping others, excellent written communication skills, and thrive in a fast-paced environment, we encourage you to apply.
Key Responsibilities
- Respond to customer inquiries via email in a timely, accurate, and professional manner.
- Troubleshoot and resolve customer issues related to products, services, and accounts.
- Provide clear, concise, and comprehensive solutions to customer problems.
- Maintain a high level of customer satisfaction through empathetic and effective communication.
- Document customer interactions and resolutions accurately within our CRM system.
- Identify and escalate complex issues to appropriate internal teams when necessary.
- Stay up-to-date with product knowledge, service updates, and company policies.
- Contribute to the continuous improvement of our knowledge base and support processes.
Required Skills
- Exceptional written communication and grammar skills in English.
- Proven ability to articulate complex information clearly and concisely via email.
- Strong problem-solving skills and attention to detail.
- Ability to work independently and manage time effectively in a remote setting.
- Proficiency with common email and customer support software.
- High-speed internet connection and a reliable home office setup.
Preferred Qualifications
- Previous experience in a customer service or support role (text-based preferred).
- Familiarity with e-commerce platforms or online retail.
- Experience using CRM software (e.g., Salesforce, Zendesk).
- A passion for technology and helping small businesses succeed.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- Opportunities for professional development and career growth.
- Employee stock purchase plan.
- Work-from-home stipend for office setup.
- Access to a vibrant and supportive remote team culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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