Technical Customer Care Specialist

1 week 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 Experiences

- Provide expert, written customer support in English for e-commerce merchants
- Help users troubleshoot, configure, and understand how to get the most out of our app
- Translate customer feedback and challenges into clear insights for product and engineering
- Maintain high satisfaction scores and build long-term user trust
- Document support workflows, macros, and solutions to scale knowledge

2. Bridging Product & Customer Understanding

- Collaborate closely with product and tech teams to resolve advanced issues
- Test product features and report bugs or UI/UX gaps
- Act as a feedback loop from user conversations to product improvements
- Analyze patterns in user questions or blockers and proactively suggest solutions

3. Keeping Support Operations Sharp

- Use tools like HelpScout, Jira, Notion, and Slack to manage and track issues
- Continuously improve response quality, ticket handling speed, and issue resolution processes
- Own your queue and keep your communication organized, timely, and accurate
- Help refine the onboarding experience and contribute to self-service resources

What We’re Looking For

- You’re tech-savvy and service-oriented — you know how to troubleshoot and teach
- 3+ years in a customer support or technical helpdesk role, ideally in SaaS or eCommerce
- Strong written English — you're comfortable with 100% written communication
- Comfortable working during non-standard hours, including evenings or weekends
- Proactive mindset: you don’t just solve problems — you prevent them
- Calm and professional in stressful situations or with frustrated users
- Organized and process-driven, yet flexible in a fast-paced environment
- Experience with e-commerce platforms (Shopify is a big plus)
- Bonus: Familiarity with HTML/CSS or previous engineering background

What Sets This Role Apart

This 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.

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