Customer Support Representative
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Job Description
Customer Support Representative assisting Shopify store owners with inquiries and technical issues. Resolving customer concerns and guiding them through Amplify’s platform in a fully remote role.
Responsibilities:
- Respond to customer inquiries via chat and email in a timely, friendly, and professional manner
- Troubleshoot basic technical issues and product questions related to Amplify and Shopify
- Guide customers through setup, onboarding steps, and best practices
- Escalate bugs and complex issues clearly to the internal team with proper documentation
- Maintain accurate records of customer interactions in our support tools
- Identify common issues and proactively suggest improvements to help articles and workflows
- Represent Amplify’s voice and values in every customer interaction
- Support customer retention by ensuring a smooth, positive experience
Requirements:
- Excellent written and spoken English with the ability to communicate clearly and professionally
- Strong attention to detail and ability to follow processes consistently
- Basic knowledge in HTML/CSS (1+ years experience)
- JavaScript knowledge is an advantage
- Comfortable working with web-based tools and learning new software quickly
- Customer-first mindset with patience and empathy
- Ability to manage multiple conversations and tasks at once
- Reliable internet connection and a quiet remote work environment
- Availability to work aligned with US business hours is a must
- Previous experience in customer support, SaaS, Shopify, or e-commerce
Benefits:
- Competitive hourly compensation as a contractor
- Fully remote work with a flexible, supportive team
- Hands-on experience in a fast-growing SaaS company
- Clear processes, training, and room to grow into more advanced CS roles
- Exposure to Shopify, e-commerce, and modern customer support tools
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