Shopify Merchant Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Shopify Merchant Support Specialist based in India.

This role plays a key part in ensuring an outstanding experience for e-commerce merchants using a leading profit optimization and experimentation platform. You will act as the first line of support for Shopify-based customers, helping them troubleshoot issues, understand product functionality, and maximize value from advanced A/B testing and pricing tools. The role is highly interactive, involving daily communication with clients through email, chat, and Slack while managing multiple ongoing conversations. You will collaborate closely with internal product and technical teams to resolve complex issues and identify recurring patterns that can improve the platform. This is a fast-paced, customer-centric environment where curiosity, ownership, and problem-solving directly shape customer success. It’s an opportunity to deepen your expertise in e-commerce SaaS while working with high-growth international brands.

You will be responsible for delivering exceptional merchant support while ensuring smooth product adoption and resolving technical issues efficiently across Shopify-based e-commerce clients.

• Provide timely and high-quality responses to merchant inquiries via email, chat, and Slack, ensuring a strong customer experience.
• Troubleshoot technical and product-related issues, identifying root causes and escalating when necessary.
• Manage multiple ongoing customer conversations (20–30 at a time), ensuring consistent follow-ups and resolution tracking.
• Develop deep product expertise to accurately guide customers on platform usage and best practices.
• Collaborate with internal teams to resolve complex cases and support continuous product improvements.
• Identify recurring issues and share insights with product, engineering, and operations teams.
• Contribute to documentation, internal knowledge bases, and process improvements.

Requirements

The ideal candidate is customer-obsessed, detail-oriented, and comfortable working in a fast-moving SaaS and e-commerce support environment.

• Proven experience supporting Shopify merchants or working within an e-commerce support environment.
• Strong communication skills with the ability to explain technical concepts clearly to non-technical users.
• Excellent problem-solving abilities and a proactive, solutions-oriented mindset.
• Ability to multitask, prioritize, and manage several customer cases simultaneously.
• Comfort working in SaaS, analytics, or e-commerce environments is highly desirable.
• Familiarity with tools such as SQL, Tableau, Looker, or other BI platforms is a plus.
• Strong organizational skills with attention to detail and ownership of end-to-end issue resolution.
• Willingness to work flexible hours, including occasional weekend support.

Benefits

• Competitive compensation package (salary and potential equity opportunities)
• Flexible vacation and paid time off
• Remote-friendly work environment
• Exposure to fast-growing international e-commerce brands
• Learning opportunities in SaaS, analytics, and Shopify ecosystem tools
• Collaborative, product-driven culture focused on continuous improvement
• Opportunities to grow into more advanced support, implementation, or product roles