About the Company
Shopify is a leading global commerce company providing tools to start, run, and scale businesses online. We believe in empowering entrepreneurs worldwide. Our mission is to make commerce better for everyone, and our remote-first approach allows us to tap into talent globally, fostering a diverse and innovative team dedicated to supporting our merchants.
Job Description
We are seeking a dedicated and detail-oriented Remote Email Support Agent to join our growing customer success team. This is a unique opportunity for individuals who excel at written communication and problem-solving, as this role is 100% text-based. You will be responsible for providing exceptional support to our merchants through email correspondence, addressing inquiries, troubleshooting issues, and guiding them through our platform’s features. There will be absolutely zero phone work involved, allowing you to focus purely on crafting clear, concise, and helpful written responses.
Key Responsibilities
- Respond promptly and professionally to merchant inquiries via email, providing accurate and comprehensive solutions.
- Diagnose and troubleshoot technical issues related to the Shopify platform, apps, and integrations.
- Guide merchants through various Shopify features, settings, and best practices.
- Document interactions and solutions accurately within our CRM system.
- Collaborate with internal teams to escalate complex issues and ensure timely resolution.
- Contribute to the continuous improvement of our knowledge base and support resources.
- Maintain a high level of customer satisfaction through empathetic and effective communication.
Required Skills
- Excellent written communication skills with impeccable grammar and spelling in English.
- Strong problem-solving and analytical abilities.
- Proficiency with computers and a strong aptitude for learning new software and systems quickly.
- Ability to work independently and manage time effectively in a remote environment.
- High level of empathy and a customer-first mindset.
- Reliable high-speed internet connection and a dedicated workspace.
Preferred Qualifications
- Previous experience in a customer support role, particularly text-based.
- Familiarity with e-commerce platforms and online business operations.
- Experience using CRM software (e.g., Salesforce, Zendesk).
- Ability to adapt quickly to evolving product features and company policies.
- A passion for helping small businesses succeed.
Perks & Benefits
- Fully remote work environment – work from anywhere in Canada.
- Comprehensive health, dental, and vision benefits.
- Generous paid time off and holidays.
- Opportunities for professional development and career growth.
- Employee stock purchase program.
- Wellness programs and resources.
- Access to Shopify product discounts.
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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