Technical Customer Care Specialist

5 hours ago

Richmond, British Columbia, Canada Notify Me Full time $60,000 - $90,000 per year

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.

Requirements
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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