Presales & merchant support

• Handle pre-sales inquiries, onboarding questions, and post-purchase support via Crisp Chat and WhatsApp Business
• Follow support guidelines, macros, and workflows to ensure a consistent, high-quality experience
• Escalate technical or complex issues to the relevant internal teams when necessary
• Conduct video calls (Google Meet, Zoom) to demo the app for prospective customers or walk existing merchants through setup and key features

Customer experience improvement

• Monitor feedback to identify recurring pain points and friction in the merchant journey
• Contribute ideas to improve onboarding flow, FAQs, help articles, and video guides
• Assist in maintaining and updating self-service resources in the help center

Customer relationship & retention

• Build genuine relationships with merchants through helpful, solution-oriented communication
• Encourage satisfied customers to leave reviews or testimonials at the right moment
• Handle negative feedback professionally and follow up until the issue is fully resolved

Cross-functional collaboration

• Share recurring feedback and feature requests with the Product Owner and Development team
• Keep ticket categorization and documentation organized for internal reporting
• Collaborate with internal teams to close customer issues efficiently

• Bachelor’s Degree preferred
• 1–2 years of experience in Customer Success, Customer Support, or related roles
• Good understanding of e-commerce, Shopify ecosystem, or digital products is preferred
• Strong English communication skills (written & spoken)
• Customer-oriented mindset with strong communication and problem-solving skills
• Familiarity with support tools such as Crisp Chat, Freshdesk, Zendesk, or similar platforms is a plus
• Experience creating help center or customer-facing content is a plus