Merchant Support Specialist

Zapiet is seeking two Merchant Support Specialists to provide world-class support to merchants, ensuring their success and driving product development. The role involves customer support, onboarding, documentation, and process improvement within a global, e-commerce focused company.

Location: Remote (Global)

Responsibilities

• Provide comprehensive customer support across multiple channels: Email, Live chat, Social media, Telephone support
• Conduct personalized onboarding and setup sessions via video calls
• Develop and maintain help documentation and tutorials
• Analyse and track feature requests and support trends
• Contribute to continuous improvement of support processes

Requirements

• A patient, empathetic professional with a great sense of humour
• Exceptional written and verbal communication skills in English
• Tech-savvy and proficient with SaaS applications
• Proven Shopify experience
• Familiarity with Microsoft Teams and O365 suite applications
• Flexibility to work across Americas timezone, including weekend availability
• Strong independent working style with high self-motivation
• Flexibility to work across European and APAC time zones, including weekend availability

Benefits

• Work with a self-funded, profitable company that prioritizes customer success
• Collaborate with an international team spanning 17 countries
• Make a meaningful impact on company growth
• Enjoy a dynamic, meeting-light work environment
• Opportunity for significant personal and professional development

Additional Information

• Supporting over 10,000 merchants worldwide
• Team members in 17 countries
• 24/7 coverage across global time zones
• Cutting-edge e-commerce solutions