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नोकरीचे वर्णन
About Shoplift
Shoplift empowers ecommerce brands to enhance revenue through smarter decisions amid rising advertising costs and intense competition. Unlike traditional methods that rely on guesswork, Shoplift offers a next-generation experimentation platform tailored for Shopify merchants to identify what truly drives conversions with ease using visual editors, AI recommendations, and expert guidance. Trusted by over 2,000 brands, including Skullcandy and Casper, Shoplift is one of the few Shopify Certified Technology Partners focused exclusively on A/B testing solutions.
Your Role
As a Customer Support Specialist at Shoplift, you will serve as the primary contact for thousands of merchants, handling inquiries through chat, email, and phone calls. You will diagnose issues precisely, communicate empathetically, and ensure each problem is fully resolved. Beyond ticket closure, you will develop comprehensive product knowledge, identify patterns in support cases, contribute feedback to Product and Engineering teams, and detect opportunities for retention and growth to relay to account managers.
Responsibilities
- Manage merchant support requests across multiple channels, providing clear, empathetic solutions and escalating urgent or complex cases with complete context.
- Maintain consistent service quality aligned with Shoplift’s standards, using support macros properly and flagging outdated materials for improvement.
- Develop and sustain in-depth expertise on A/B testing, experiment setup, conversion rate optimization processes, and Shopify platform fundamentals.
- Collaborate cross-functionally to document issues clearly, identify recurring problems, and ensure swift resolution within support SLA guidelines.
- Proactively identify at-risk merchants and expansion prospects during support interactions, directing insights to appropriate customer success contacts.
- Enhance support effectiveness by recommending improvements in documentation, tools, and training while assisting in onboarding new team members.
Requirements
- Experience with the Shopify ecosystem, including merchant apps, themes, and admin interface, enabling fluent communication with merchants.
- Strong understanding of the direct-to-consumer ecommerce landscape, including drivers of conversion and merchant challenges.
- Proven experience providing frontline customer support through chat, email, and phone with high-quality service delivery.
- Excellent verbal and written communication skills, capable of explaining technical information clearly to non-technical users.
- Proficient diagnostic skills with a commitment to thoroughly resolving issues rather than deflecting them.
- Ability to work effectively in a fast-paced, high-growth environment with evolving processes.
Preferred Qualifications
- Familiarity with A/B testing, experimentation platforms, or conversion rate optimization techniques.
- Prior experience supporting SaaS or B2B software solutions.
- Knowledge of support technologies including ticketing systems, macros, and AI-driven support workflows.
- Some technical awareness of HTML/CSS, JavaScript, or analytics tools such as Google Analytics, GA4, or Segment.