Technical Customer Care Specialist

Notify Me!™

Richmond

On-site

CAD 55,000 - 75,000

Full time

14 days+

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Job summary

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.

Qualifications

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).

Responsibilities

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

Skills

Technical troubleshooting

Strong written communication

Customer support experience

Proactive mindset

Tools

HelpScout

Jira

Notion

Slack

Job description

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