Customer Support Kefi Commerce
Salary: 20,000 per month, plus incentives (variable)
Working days: 6 days/week
Shifts: 6am3pm | 2pm11pm | 10pm7am (IST)
Please apply only if you're comfortable with all the shifts. The shifts might change at a certain internal.
Location: Remote
Role
You'll be the frontline voice of Kefi, supporting Shopify merchants worldwide via chat, email, and occasional video calls. Your goal is simple: solve problems fast, build trust, and help customers get real value from the product.
This role blends hands-on technical support with customer success, meaning you won't just fix issues, you'll guide users to better setup, higher adoption, and more revenue from Kefi.
Responsibilities:
- Provide real-time support to Shopify merchants via chat, email, and video calls
- Troubleshoot app issues, integrations, and store-specific use cases
- Identify upsell and expansion opportunities within existing accounts
- Maintain clear handover notes between shifts to ensure seamless 247 support
- Work closely with product and engineering teams to report bugs and provide feedback
- Own customer outcomes, from onboarding to long-term success
Must-Haves
- Comfortable working rotational and night shifts (247 environment)
- Strong ability to understand, explain, and troubleshoot technical products
- Excellent written and spoken English
- Calm under pressure and great at handling real-time conversations
Why Kefi:
- Work on a global Shopify product used by merchants worldwide
- High ownership role with direct impact on customer revenue & retention
- Exposure to US merchants and high-growth ecommerce brands
- Clear growth path into Senior CSM / Support Lead / Account Manager
- Fully remote-friendly with structured shifts and overlap support
