Role Overview
We are looking for a Customer Success Specialist (eCommerce SaaS products) with a strong background in the Shopify ecosystem to support and grow our Shopify app customers.
This role is primarily focused on Customer Success for our Shopify apps used by 3000+ stores across 65 countries, ensuring merchants derive maximum value from our products, while also contributing to content and growth initiatives.
Key Responsibilities
Customer Success (Primary Focus – Shopify Apps)
- Manage chat, email, and Shopify app support queries from merchants, ensuring quick and effective resolution
- Work closely with Shopify store owners to understand their use case and guide them on best practices
- Proactively review merchant stores and provide actionable recommendations to improve performance using our apps
- Own merchant onboarding for Shopify apps, ensuring smooth setup, adoption, and activation
- Conduct periodic check-ins with key merchants to drive retention and upsell opportunities
- Build deep expertise in our Shopify apps, including Shopify Admin, themes, collections, and app integrations
- Troubleshoot common Shopify-related issues (themes, product data, collections, app conflicts, etc.)
Additional Responsibilities
- Conduct product demos, training sessions, and webinars for Shopify merchants
- Engage with users on Shopify App Store reviews, community forums, and social channels
- Act as the voice of the customer, sharing feedback with product and engineering teams
- Track and report on customer success metrics (activation, retention, NPS, etc.)
- Create and publish content tailored to the Shopify ecosystem (Shopify Community, LinkedIn, blogs, etc.)
- Write use-case driven content such as tutorials, app guides, case studies, and success stories
- Run targeted email campaigns for Shopify merchants and app prospects
- Collaborate with internal teams to promote customer success stories and product features
Qualifications
- Strong understanding of the Shopify ecosystem (mandatory) – Shopify Admin, apps, themes, collections, and basic eCommerce workflows
- Prior experience in Customer Success / Support for Shopify apps or eCommerce SaaS products
- Excellent written and verbal communication skills
- Experience with customer support tools, CRM systems, and email marketing platforms
- Ability to understand merchant problems and translate them into actionable solutions
- Basic technical understanding (HTML/CSS, APIs, or app integrations is a strong plus)
- Degree in Marketing, Business, Computer Science, or related field
What We're Really Looking For
- Someone who has worked with Shopify merchants or apps before (non-negotiable)
- Comfortable navigating real merchant stores and solving practical eCommerce problems
- Strong ownership mindset — not just support, but driving merchant success
Work Timings
This role follows a flexible schedule with a focus on customer availability. Office timings shall be from 12:30 to 8:30 PM. But we expect chat/email/client call coverage from 10 AM to 11:30 PM IST, with occasional availability on Saturdays if needed. Outside of these requirements, you'll have flexibility to adjust your hours (start late/leave early) as long as customer needs are met.
Why Join Us
- Handsome salary for deserving/hard working/go-getter candidates who have a zeal to achieve something big in life
- Complimentary health insurance cover for you and your immediate family (spouse and kids)
- Be part of a fast-paced tech-startup culture where innovation and growth are at the forefront.
- Collaborate with a passionate, high-performance team.
- Work with top-tier clients in the D2C and eCommerce industries across the globe.
If you're driven by both creativity and customer success, we want to hear from you!
