About BirdChime:
BirdChime is a product company building software for Shopify merchants. Our flagship app, Bird Pickup Delivery, helps merchants offer store pickup, local delivery, and scheduled fulfillment directly from their Shopify stores.
We're a small, remote-first team that values ownership, curiosity, collaboration, and continuous learning. Everyone has the opportunity to influence product decisions and help shape the future of Bird.
About the Role:
We're looking for a Merchant Success Specialist who enjoys solving problems and helping merchants succeed.
This role goes beyond answering support tickets. You'll become an expert in Bird Pickup Delivery and work closely with merchants to configure the app for their business needs. You'll guide merchants through setup, troubleshoot issues, create educational content, record Loom videos, and collaborate with engineers and product managers to improve the merchant experience.
As the first point of contact for many merchants, you'll play a key role in building trust and ensuring they feel supported throughout their journey with Bird.
You don't need to be a developer, but you should be comfortable working with Shopify themes, basic code snippets, browser tools, and integrations.
What You'll Do:
Merchant Support
- Respond to merchant inquiries via email, live chat, and video calls.
- Deliver timely, accurate, and empathetic support.
- Build strong relationships and become a trusted advisor.
- Follow up proactively to ensure successful outcomes.
- Maintain a professional and positive communication style.
- Product Setup & Configuration
- Help merchants install and configure Bird Pickup Delivery.
- Assist with theme integration and storefront setup.
- Recommend best practices for different business models.
- Support merchants launching new services or workflows.
- Troubleshooting & Investigation
- Troubleshoot issues related to Shopify themes, app settings, checkout behavior, and third-party integrations.
- Reproduce reported issues and identify root causes.
- Gather screenshots, recordings, browser logs, and technical details for engineers.
- Test bug fixes and confirm solutions before sharing them with merchants.
- Identify recurring issues and suggest improvements.
Requirements:
We're looking for someone with:
- Excellent written and spoken English.
- Strong problem-solving and troubleshooting skills.
- Exceptional attention to detail.
- The ability to explain technical concepts clearly.
- A customer-first mindset and passion for helping merchants.
- Strong organizational skills and the ability to manage multiple conversations.
- The ability to work independently in a remote environment.
- A willingness to learn new tools, technologies, and workflows.
Preferred Qualifications:
- 1–3 years of experience supporting Shopify merchants, Shopify apps, or SaaS products.
- Familiarity with Shopify Admin and the Shopify ecosystem.
- Basic knowledge of HTML, CSS, JavaScript, and Shopify Liquid.
- Experience customizing Shopify themes or making small theme changes.
- Familiarity with browser developer tools.
- Experience using Crisp, Intercom, Zendesk, Gorgias, or Help Scout.
- Experience creating documentation, tutorials, knowledge base articles, or Loom videos.
- Previous experience in customer success, technical support, onboarding, or ecommerce operations.
- BCA, B.Tech, Computer Science, IT, or equivalent qualifications are preferred.
Work Setup:
- Full-time remote position.
- India-based candidates preferred.
- Rotational shifts, including evenings, nights, and occasional weekends.
- Comp-offs provided for weekend coverage.
- Support schedules align with merchants across North America, Europe, Australia, and other regions.
- Immediate joiners preferred.
If you're passionate about solving problems, and want to help merchants succeed every day, we'd love to hear from you.
