Technical Customer Care Specialist

Notify Me!™; Richmond; In loco; CAD 55.000 - 75.000; Tempo pieno

Descrizione del lavoro

A tech-focused customer service company is seeking a Technical Customer Care Specialist to provide expert support for their e-commerce app. Ideal candidates should have over 3 years of experience in customer support, strong written communication skills, and a proactive approach to problem-solving. This specialist role emphasizes building deep product knowledge and collaborating closely with engineering teams for continuous improvement.

Competenze

• 3+ years in a customer support or technical helpdesk role, ideally in SaaS or eCommerce.
• Strong written English — comfortable with 100% written communication.
• Experience with e-commerce platforms (Shopify is a big plus).

Mansioni

• Deliver meaningful customer experiences.
• Help users troubleshoot and understand our app.
• Collaborate with product and tech teams to resolve issues.

Conoscenze

Technical troubleshooting

Strong written communication

Customer support experience

Proactive mindset

Strumenti

HelpScout

Jira

Notion

Slack

Descrizione del lavoro

Overview

Notify Me! helps Shopify merchants never miss a sale due to out-of-stock products. Our app, Notify Me! Back in Stock & PreOrder, empowers stores to recover lost revenue through smart inventory alerts and pre-order tools. We're a friendly, fast-moving team on a mission to build products merchants love.

We're looking for a Technical Customer Care Specialist who goes beyond tickets and templates — someone who can support technically complex products with clarity, empathy, and precision. This role requires strong communication skills, problem-solving ability, and technical curiosity. If you're energized by helping customers succeed and thrive in a product-driven environment, this is the role for you.

Responsibilities

• Delivering Meaningful Customer Experiences
• Provide expert, written customer support in English for e-commerce merchants
• Help users troubleshoot, configure, and understand how to get the most out of our app
• Translate customer feedback and challenges into clear insights for product and engineering
• Maintain high satisfaction scores and build long-term user trust
• Document support workflows, macros, and solutions to scale knowledge
• Collaborate closely with product and tech teams to resolve advanced issues
• Test product features and report bugs or UI/UX gaps
• Act as a feedback loop from user conversations to product improvements
• Analyze patterns in user questions or blockers and proactively suggest solutions
• Use tools like HelpScout, Jira, Notion, and Slack to manage and track issues
• Continuously improve response quality, ticket handling speed, and issue resolution processes
• Own your queue and keep your communication organized, timely, and accurate
• Help refine the onboarding experience and contribute to self-service resources

Qualifications

• You're tech-savvy and service-oriented — you know how to troubleshoot and teach
• 3+ years in a customer support or technical helpdesk role, ideally in SaaS or eCommerce
• Strong written English — you're comfortable with 100% written communication
• Comfortable working during non-standard hours, including evenings or weekends
• Proactive mindset: you don't just solve problems — you prevent them
• Calm and professional in stressful situations or with frustrated users
• Organized and process-driven, yet flexible in a fast-paced environment
• Experience with e-commerce platforms (Shopify is a big plus)
• Bonus: Familiarity with HTML/CSS or previous engineering background

What Sets This Role Apart

This is not a stepping stone to other departments — it's a specialist role for someone who's proud to build deep product knowledge and use it to directly help users every day. You'll be part of a close-knit support team that collaborates tightly with engineering and product to help us scale both our platform and customer trust.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industries: IT Services and IT Consulting