Product Support Specialist
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Job Description
Product Support Specialist at Bold Commerce providing top-tier support for merchants. Focused on optimizing ecommerce experiences through effective problem-solving and technical assistance.
Responsibilities:
- Provide top-tier technical and customer support via chat, phone, and email
- Prioritize and resolve support tickets efficiently, with a strong focus on first-contact resolution
- Serve as a Bold ambassador by delivering an exceptional customer experience and building long-term trust with merchants
- Troubleshoot and resolve technical, billing, and account-related issues
- Tailor solutions based on an understanding of each merchant’s business and ecommerce goals
- Share ecommerce best practices and product guidance to help customers maximize value from Bold products
- Stay up to date on product enhancements, platform changes, and ecommerce trends
- Support pre-sales, onboarding, and migration-related customer needs
- Triage and manage urgent support issues, escalating when appropriate
- Partner cross-functionally with internal teams to improve the overall customer experience
- Maintain professionalism, empathy, and clear communication in all customer interactions
Requirements:
- 3+ years of experience in technical support or a similar customer-facing role
- Strong experience providing support through phone, email, and live chat channels
- Ability to manage multiple live conversations and competing priorities effectively
- Experience with web technologies such as HTML, CSS, and JavaScript
- Familiarity with Shopify Liquid
- Strong written and verbal communication skills
- Strong technical aptitude with the ability to troubleshoot independently and leverage self-service resources
- Comfortable operating in a fast-paced environment while maintaining patience, professionalism, and empathy
- Experience de-escalating challenging situations and handling difficult customer conversations confidently
- Strong critical thinking, problem-solving, and customer relationship skills
- Passion for ecommerce and helping merchants succeed
Benefits:
- Employer Paid Health & Dental Benefits - starting day 1!
- Competitive paid vacation days
- Annual Health Benefit ($1,000 per year) to help you thrive!
- Virtual mental health and EAP platform for support anytime
- Employee Options to help you grow with us!
- Flexible work hours
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