Ecommerce Support Specialist - Remote (ET Hours)

dotdigital; Town of Poland (NY); On-site; USD 42,000 - 62,000; Full time

Job summary

Alia is a fast-growing ecommerce support team, hiring a Customer Support Specialist to be the first point of contact for merchants and agencies. This full-time remote role focuses on turning concerns into opportunities to deliver world-class support.

You will troubleshoot, edit popups in the Alia editor, advise on best practices, and work cross-functionally with Success, Product, and Tech Support to resolve issues quickly. Shopify experience is a must, with Intercom and Slack feeling like home.

Qualifications

• SaaS or ecommerce customer support experience (1+ year).
• Experience supporting ecommerce merchants (Shopify or similar).
• Comfort with Intercom or Zendesk and Slack.
• Clear, kind written English and strong attention to detail.
• Adaptable to a fast-changing startup environment.

Responsibilities

• Troubleshoot issues and answer product questions with clarity and care.
• Hands-on in the Alia editor to build, adjust, and fix popups with merchants.
• Advise on best practices to grow lists and revenue through tests.
• Collaborate with Customer Success, Product, and Technical Support to resolve concerns quickly.
• Identify recurring questions and help improve docs and processes.

Skills

SaaS support

Ecommerce support

Shopify experience

Intercom

Slack

Written English

Attention to detail

Fast-paced environment

Customer-focused

Tools

Intercom

Zendesk

Slack

Job description

Alia is a fast-growing ecommerce support team, hiring a Customer Support Specialist to be the first point of contact for merchants and agencies. This full-time remote role focuses on turning concerns into opportunities to deliver world-class support.

You will troubleshoot, edit popups in the Alia editor, advise on best practices, and work cross-functionally with Success, Product, and Tech Support to resolve issues quickly. Shopify experience is a must, with Intercom and Slack feeling like home.