Technical Customer Care Specialist

2 weeks ago

Richmond, Canada Notify Me Full time

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.1. Delivering Meaningful Customer ExperiencesProvide expert, written customer support in English for e-commerce merchantsHelp users troubleshoot, configure, and understand how to get the most out of our appTranslate customer feedback and challenges into clear insights for product and engineeringMaintain high satisfaction scores and build long-term user trustDocument support workflows, macros, and solutions to scale knowledge2. Bridging Product & Customer UnderstandingCollaborate closely with product and tech teams to resolve advanced issuesTest product features and report bugs or UI/UX gapsAct as a feedback loop from user conversations to product improvementsAnalyze patterns in user questions or blockers and proactively suggest solutions3. Keeping Support Operations SharpUse tools like HelpScout, Jira, Notion, and Slack to manage and track issuesContinuously improve response quality, ticket handling speed, and issue resolution processesOwn your queue and keep your communication organized, timely, and accurateHelp refine the onboarding experience and contribute to self-service resourcesWhat We’re Looking ForYou’re tech-savvy and service-oriented — you know how to troubleshoot and teach3+ years in a customer support or technical helpdesk role, ideally in SaaS or eCommerceStrong written English — you're comfortable with 100% written communicationComfortable working during non-standard hours, including evenings or weekendsProactive mindset: you don’t just solve problems — you prevent themCalm and professional in stressful situations or with frustrated usersOrganized and process-driven, yet flexible in a fast-paced environmentExperience with e-commerce platforms (Shopify is a big plus)Bonus: Familiarity with HTML/CSS or previous engineering backgroundWhat Sets This Role ApartThis 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. #J-18808-Ljbffr

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