Technical Support Specialist

Ali Aydi

Southwestern Ontario

Hybrid

CAD 50,000 - 70,000

Full time

5 days ago

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Benefits offered by this job

Annual pay increases

Workspace stipend

Flexible hours

Flexible vacation policy

Co-founders chat

Paid take-home assignment

Reference chats

Fast onboarding and growth

Job summary

Freshly Commerce is hiring a remote Support Specialist who will own critical workflows, diagnose issues, and guide merchants to success. You’ll be the go-to expert on our product and APIs, communicating clearly via email and video.

You’ll join a small, growing team that values curiosity, resourcefulness, and collaboration. Expect asynchronous collaboration, strong documentation, and opportunities to influence product decisions.

Qualifications

Minimum 1–2 years in technical support for SaaS/tech.
Experience with HelpScout or similar ticketing systems.
Understanding of REST APIs, JSON/XML, and GraphQL basics.
Familiarity with Shopify APIs and theme development.

Responsibilities

Own your work and report to founders; make daily impactful decisions.
Support merchants via email and video, providing clear, helpful guidance.
Exercise good judgment on escalations and handoffs to teammates.
Build product knowledge and explain complex ideas in simple terms for merchants.
Document learnings and share effective practices with the team.

Skills

Customer-facing

Troubleshooting

Communication

Attention to detail

Curious mind

Team collaboration

Documentation

Tools

HelpScout

REST APIs

JSON/XML

GraphQL

Shopify APIs

Shopify Theme Development

DNS/HTTP knowledge

Job description

At Freshly Commerce, we're on a mission to build the logistics brain for commerce. Today, we help 25,000 Shopify brands simplify gnarly workflows like inventory, bundling, and order fulfillment (for even the world's largest brands like Sennheiser, Godiva, YAMAHA, and Stanley Drinkware). Tomorrow, we'll deliver intelligent automation that feels like an on-site operations team so merchants can focus on building their brand.

We're a fully-remote and bootstrapped company with teammates around the world. We love what we do and love who we build for. We're a small team of 9 (3 Support specialists) who amplify each other's work by working closely together: dev with support, support with marketing, and so on. We're curious, kind, scrappy yet rigorous, and highly intentional. If this sounds like the type of team you'd like to be a part of, we'd love to hear from you.

About this role

In this role, you'll have significant ownership of your work, make impactful decisions daily, and report directly to the founders. This is a full-time remote position open to candidates in all timezones.

Support is the foundation of everything we do. Our apps have consistently maintained high ratings on the Shopify App Store because our support team genuinely cares about helping merchants succeed. As one of our early support hires, you'll get to know our products inside and out and become a go-to expert on how things work under the hood.

We hire slowly and keep the bar high, so the people you work with every day will be some of the best you’ve worked with. You'll be joining a small but growing support team, where we all wear many hats. You'll need strong troubleshooting instincts, a curious mind, and a willingness to get into the weeds. You should feel comfortable making judgment calls on UX or product questions, and know when something needs to be escalated. There's plenty of room to grow with us.

What we're looking for

Somone who fixes the process while you’re fixing the ticket.
Someone who's comfortable diving into technical issues and can confidently support merchants over email and through clear, helpful video recordings.
A strong track record in customer-facing roles, with a focus on delivering thoughtful, efficient support. You listen closely, ask the right questions, and know how to turn a frustrating situation into a positive experience.
Good judgment around what needs to be escalated and what doesn't. You'll know when to loop in teammates and how to make that handoff seamless for the merchant.
An eye for patterns and the ability to turn merchant feedback into actionable insights for our product and engineering teams.
The ability to prioritize effectively. You can assess what's urgent, what's important, and what can wait, especially when everything feels like it needs attention.
Comfort with change. You stay calm when the product evolves and enjoy picking up new knowledge as you go.
A team-first mindset. You jump in to support others, document what you've learned, and share what's working so we can all move faster together.
Strong communication skills, especially in writing. You know how to keep things clear, friendly, and easy to follow, whether you're talking to a merchant or a teammate.
Natural troubleshooting instincts. You enjoy working on tricky issues and figuring out what's actually going on, not just treating the symptoms.
Great attention to detail. You care about getting the small things right, because they add up to a better experience.
A curious mind. You're always learning, always testing, always a few steps ahead.
The ability to explain complex ideas in a simple way, especially for merchants who aren't technical.

Experience

Previous experience in technical support at a SaaS or tech company
Familiarity with HelpScout or other ticketing systems
Working understanding of REST APIs and common data formats like JSON or XML
Knowledge of how HTTP and DNS work
Experience reading API documentation and troubleshooting third-party integrations or custom app setups
Some exposure to GraphQL APIs
Shopify theme development and Liquid: Knowing how themes interact with app blocks, line item properties, and cart/checkout logic helps when diagnosing visual or UX issues on merchant stores.
Understanding of Shopify's admin and storefront APIs: Familiarity with how Shopify's APIs behave (especially in headless or custom setups) can be useful when troubleshooting sync issues, metafields, or app-triggered updates.

Beyond expertise, success in this role means embodying 3 core values

Resourcefulness: You're relentlessly resourceful and always find ways to achieve the highest standards of quality. You know where to look and whom to consult when faced with challenges.
Ownership: You take complete ownership and pride in your work. This means deeply understanding our existing and prospective merchants, as well as our product.
Communication: You're clear, thoughtful, and intentional in how you communicate with both merchants and teammates. You surface issues early, share relevant context, and keep things moving without needing constant follow-up.

We're async by default

If you've ever ended a day of back-to-back meetings wondering when you were supposed to get any actual work done, we get it. We've been there. We've built a culture that protects time, encourages focus, and trusts you to do great work without constant check-ins.

We meet once a week for 30 min on Mondays. The rest of the time, we default to async: clear Slack threads, thoughtful Looms, and shared docs.

Competitive salary + annual pay increases.
$1,000 annual workspace stipend for laptop, headphones, or that standing desk you've been eyeing.
Flexible hours. Work when you're most productive. We just ask for ~4 hours of overlap with Eastern Time (9 am to 5 pm EST).
Flexible vacation policy. Take the time you need, no arbitrary caps.
Conversation with the co-founders (30 min): Meet Lichen (CEO) and Basil (CTO). We'll talk about projects you've worked on, how you approach support and problem-solving, and what kind of work energizes you.
Paid take-home assignment: We'll send you a real-life merchant scenario to work through and pay you $100 USD for your time.
Reference chats: We'll speak with two people you've worked with to understand your collaboration style and strengths.
Offer: If it's a match, we move quickly, answer any final questions, and welcome you to the team.