Customer Experience Associate

Shop Circle LTD; Perímetro Urbano Barranquilla; Presencial; COP 24.000.000 - 42.000.000; Jornada completa

Descripción de la vacante

Releasit builds apps that help Shopify merchants streamline their operations and grow their businesses. We’re looking for a Customer Experience Associate who is curious, customer-focused, and excited to solve problems in a fast-moving ecommerce environment.

You’ll support customers through tickets and live chat, troubleshoot common product issues, explain solutions clearly, and make sure merchants feel supported from the beginning of a conversation through resolution.

Formación

• Excellent written and verbal communication in a customer-facing role.
• Ability to identify root causes and guide customers to practical solutions.
• Comfort with learning new software and technical concepts.

Responsabilidades

• Be the first point of contact for merchants needing help via tickets and live chat.
• Troubleshoot product and configuration issues using documented processes.
• Explain product functionality and steps in clear, practical language.
• Build strong product knowledge of Releasit apps and configurations.
• Flag recurring issues and suggest improvements to support resources.
• Collaborate with Product, Technical Support, and other teams to unblock cases.

Conocimientos

Clear communication

Problem solving

Empathy

Customer focus

Curiosity

Structured processes

Technical troubleshooting

Shopify knowledge

Descripción del empleo

Releasit builds apps that help Shopify merchants streamline their operations and grow their businesses. Releasit is part of Shop Circle, Circeus’s agentic commerce software division.

We care deeply about making our products easy to use and making sure merchants get fast, thoughtful support whenever they need help.

We’re looking for a Customer Experience Associate who is curious, customer-focused, and excited to solve problems in a fast-moving ecommerce environment.

About the Role

As a Customer Experience Associate, you’ll be one of the first people our merchants interact with when they need help.

You’ll support customers through tickets and live chat, troubleshoot common product issues, explain solutions clearly, and make sure merchants feel supported from the beginning of a conversation through resolution.

You’ll work within established processes, collaborate closely with the wider team, and help us identify recurring questions or pain points that can improve our products, documentation, and overall customer experience.

This is a great opportunity for someone who enjoys helping people, learning how software works, and building strong problem-solving skills in a SaaS and ecommerce environment.

What You’ll Do

Support our merchants

Be a trusted first point of contact for merchants who need help using Releasit.

You’ll guide conversations with clarity and professionalism, understand the issue the merchant is facing, and work toward the best possible solution.

You’ll set clear expectations, communicate next steps, and maintain a helpful, respectful, and solution-oriented tone throughout every interaction.

Troubleshoot and solve problems

Investigate common product and configuration issues by following established troubleshooting processes and available documentation.

You’ll carefully review merchant setups, reproduce issues when needed, and gather the right information to understand what is happening.

When an issue requires deeper technical expertise, you’ll elevate it with clear context and the information needed for the next person to continue the investigation efficiently.

Make complex things easy to understand

Explain product functionality and troubleshooting steps in simple, practical language.

You’ll provide step-by-step guidance, share useful resources, and help merchants understand how to solve similar issues independently in the future.

When the product cannot support a particular request exactly as expected, you’ll help identify practical alternatives or workarounds whenever possible.

Build strong product knowledge

Develop a strong understanding of Releasit apps, their features, settings, and how different configurations can affect merchant outcomes.

You’ll stay current with product updates and new features so you can provide accurate, relevant guidance to customers.

Help us improve

Customer conversations are one of our best sources of product insight.

You’ll flag recurring issues, confusing workflows, missing documentation, and common merchant questions so the team can improve our support resources and product experience.

You’ll also contribute observations and learnings that help the wider team provide faster and more consistent support.

Collaborate with the team

Work closely with other Customer Experience team members and partner with Product, Technical Support, and other teams when needed.

During busy periods, you’ll help teammates unblock cases, share useful context, and contribute to a smooth and collaborative support environment.

What We’re Looking For

We’re looking for someone who:

• Communicates clearly, professionally, and empathetically.
• Enjoys helping customers and solving problems.
• Is patient, curious, and comfortable asking the right questions.
• Can follow structured processes while using good judgment.
• Is comfortable learning new software and technical concepts.
• Takes ownership of customer conversations and follows through.
• Can explain complex information in a simple and understandable way.
• Works well with others and is comfortable asking for help when needed.
• Is proactive about identifying recurring problems and opportunities to improve.

Experience with Shopify, ecommerce, SaaS, customer support, customer success, or technical troubleshooting is a plus, but not essential.

Why Join Releasit?

This role is a great opportunity to build experience across customer experience, ecommerce, SaaS, and technical troubleshooting.

You’ll work directly with merchants, develop deep product knowledge, collaborate with different teams, and contribute ideas that help improve both our products and the way we support customers.

If you enjoy solving problems, communicating with people, and learning something new every day, we’d love to hear from you.

Working with Us

This is an ongoing independent contractor engagement.

You’ll work closely with the Releasit team as part of our Customer Experience function while operating as an independent professional.

We’re looking for someone interested in building a strong, long-term collaboration with the team.