Customer Support Specialist - Shopify

Role Description

We are looking for a Shopify Technical Support Specialist who has hands-on experience working with Shopify support, merchants, and Shopify apps. You'll be the first point of contact for merchants using our Shopify apps, helping them resolve technical issues, understand product functionality, and ensure a smooth experience.If you've previously worked in Shopify support, a Shopify app company, or handled Shopify merchant queries, this role is perfect for you.

Key Responsibilities

• Provide technical support to Shopify merchants via email, chat, and tickets.
• Troubleshoot issues related to Shopify apps, Order flows (Local Delivery, Pickup, Click & Collect), and Theme conflicts and checkout behavior.
• Communicate clearly with merchants to understand problems and provide solutions.
• Coordinate with the engineering/product team for bug reports and feature clarifications.
• Assist merchants with App setup and configuration.
• Document recurring issues and create internal FAQs / help guides.
• Maintain high customer satisfaction and quick turnaround times.

Qualifications

• Prior experience working with Shopify Support OR Shopify App Support (Mandatory)
• Strong understanding of Shopify Admin, Shopify apps & app installation flows
• Experience handling merchant-facing support (B2B SaaS preferred)
• Basic technical understanding of Shopify themes
• Excellent written and verbal communication in English

What we are looking for

• Customer-first mindset
• Strong problem-solving skills
• Ability to work independently and take ownership
• Comfortable working with fast-growing SaaS products
• Willingness to learn and adapt in a dynamic startup environment

Company Description

Scrollengine is an AI-driven logistics platform designed specifically for Shopify and e-commerce businesses. It empowers merchants ranging from startups to rapidly growing brands by automating last-mile delivery, store pickup, and post-purchase processes through superior integrations and real-time data. Scrollengine offers core features such as AI-Optimized Routing, Live Order Tracking, Branded Notifications, a Driver Mobile App, and Store Pickup Management, all of which enhance operational efficiency and customer satisfaction. Fully integrated with Shopify, Scrollengine eliminates the need for complex setups, ensuring a seamless experience for users. Thousands of merchants trust Scrollengine for reducing delivery costs, optimizing operations, and elevating the customer journey.