Technical E-commerce Support Specialist

📋 Description

• Provide an exceptional customer experience by promptly addressing inquiries from merchants.

• Diagnose technical problems, determine root causes, and propose solutions or escalate issues as necessary.

• Develop expertise in the product to respond to questions efficiently and accurately.

• Handle 20–30 simultaneous customer interactions effectively.

• Take ownership of follow-ups to ensure all tickets are resolved promptly.

• Work in collaboration with internal teams on escalated or complex matters.

• Identify trends in support issues and communicate insights to product, technology, and operations teams.

• Play a role in internal knowledge-sharing initiatives (documentation, training, etc.)

⛳️ Requirements

• Demonstrated experience in merchant support, customer support, or a similar position.

• Proven background in e-commerce, SaaS, or analytics.

• Strong communication and problem-solving abilities.

• Passion for assisting others and capable of quick thinking.

• Comfortable taking on various roles and managing multiple priorities.

• Ability to multitask, remain organized, and manage time efficiently.

• Familiarity with tools such as Tableau, Looker, SQL, or BI platforms is advantageous.

• Willingness to provide support during weekends.

🏝️ Benefits

• Competitive salary and equity packages.

• Flexible vacation and paid time off.