Technical Support Representative - Remote

Commerce; Oregon; Hybrid; USD 29,000 - 32,000; Full time

Job summary

Commerce is a remote-first company delivering a leading ecommerce platform. As a Technical Customer Support Representative, you will educate merchants on platform features, troubleshoot issues, and help them grow through thoughtful solutions and best practices.

You will provide phone, email, and chat support in a fast-paced environment, assist with billing and accounts, and collaborate with product teams to improve functionality.

Qualifications

• Provide outstanding phone, email, and chat-based technical support to customers.
• Strong customer service and problem solving to keep merchants satisfied.
• Ability to navigate internal guides and external portals to find solutions.
• Comfort with basic web technologies and hosting concepts.

Responsibilities

• Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced environment.
• Support a growing merchant base with customer service and problem solving.
• Develop solutions and SOPs to improve customer satisfaction and create lifelong promoters of our brand.
• Communicate with management and developers to improve product functionality and resolve issues.
• Decrease incoming volume by striving toward first contact resolution and onboarding/customers on best practices.
• Assist customers with billing, invoice, and account issues.
• Utilize training to stay ahead of product advancements and apply knowledge to solve problems.

Skills

Phone support

Email support

Chat support

Customer service

Problem solving

Communication skills

HTML/CSS/JavaScript basics

Tools

Google-fu

Job description

Welcome to the Agentic Commerce EraAt Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We believe in harnessing AI responsibly to unlock new possibilities, and we're looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what's possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you.

As a Technical Customer Support Representative, you will be responsible for supporting, providing value to, and powering the growth of merchants using the world's best, and most successful, eCommerce platform for growing businesses. You will educate customers on various platform features, troubleshoot technical issues, and enable merchants to sell more.

What You'll Do:

• Provide outstanding phone, email, and chat-based technical support to our customers in a fast-paced environment (expect up to 7.5 hours of talk/chat time a day)
• Provide extraordinary support to our ever-growing merchant base with your unsurpassed customer service and problem solving capabilities
• Develop solutions and utilize standard operating procedures for improving customer satisfaction and creating lifelong promoters of our brand
• Communicate with the management team and developers to improve product functionality and resolve issues
• Decrease incoming volume by striving toward first contact resolution and proactively onboarding and advising customers on eCommerce best practices
• Assist customers with common billing, invoice, and account issues
• Utilize classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices; utilize your knowledge to solve problems efficiently
• Display high levels of professionalism in recurring interactions with departments inside and outside of the CSS organization

Who You Are:

• A work ethic that demonstrates dedication to the company, its mission, and the team; a desire to work in a culture of excellence
• Experience in a customer-facing, service-oriented role is required; experience in a phone, email, or chat-based technical support or customer service contact center preferred
• Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals, etc) to find solutions is required
• Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together
• Exceptional critical thinking and soft skills with a passion for getting every customer on the path to success using thoughtful solutions that best fit each situation
• Team player interested in growing and competing alongside some of the best technical support agents in the business; willingness to help and seek help from peers
• Exceptional written and verbal communication skills; an ability to communicate effectively with and deescalate frustrated or upset customers without taking it personally
• Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery, etc), as well as a basic understanding of data structures, is preferred

Additional Requirements:

• We have a variety of schedules available and will include evenings, weekends, and holidays

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities .#LI-KE1#LI-REMOTE(Pay Transparency Range - $21.00 - $23.00)

Work Where You Thrive

Commerce is a remote-first company. For team members in Austin, Atlanta, and London, we offer optional collaborative workspaces for team gatherings, workshops, and in-person connection. Use them whenever they're helpful, balancing focused individual work with meaningful in-person collaboration.

Compensation Transparency

The national base salary range for this role is posted above in this job post. Final compensation will be determined based on factors such as relevant experience, skills, qualifications and geographic location. We also consider internal equity to help ensure fair and consistent pay practices across our teams. Where applicable, this role may also be eligible for variable compensation (such as bonus or commission), equity, and benefits in accordance with local policies. Details will be shared during the hiring process. We are committed to equitable and transparent pay practices that align to market data, internal equity, and individual contribution.

Inclusion and Belonging

At Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive. We are committed to creating an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments at any stage of the recruitment process, please let us know and we will work with you to meet your needs.

Identity Verification
To protect our candidates and company from fraudulent activity, our interview process includes a government ID and biometric verification via Persona, our trusted identity verification provider. All information is collected and processed securely in accordance with applicable privacy laws.