E-Commerce App Technical Support Specialist (Associate Level)

About the Company:

Aidey is an AI-first Business Process Outsourcing company — the human layer powering the world's most ambitious AI-native companies. We staff the last mile of customer experience, technical success, back-office operations, and sales, operating remotely from the Philippines. Every process we run is designed AI-first and finalized by a senior human, so our clients inherit better quality, faster cycles, and a lower cost base. Trusted by global brands including Nokia and Wix, Aidey is where human intelligence meets machine scale.

About the Client:

The Client is the leading optimization and personalization platform for Shopify brands. With an AI-powered, never-before-seen visual editor, the client enables you to customize every page and component on your store, tailor personalized experiences to multiple audiences, and add product recommendations and upsells through continuous and robust A/B testing. The client is a lean team and a young company, but already working with thousands of leading Shopify brands and agencies, including Laura Geller, Andie Swim, Faherty, Moroccan Oil, and The Oodie.

About the Position:

We are looking for an E-Commerce App Technical Support Specialist (Associate Level) to join our team. In this role, you will be responsible for delivering prompt, high-quality responses to customer inquiries. You will take the time to understand each customer's unique needs, including their business size, background, prior interactions, and goals, in order to offer more personalized and insightful support.

Responsibilities:

• Monitor, troubleshoot, and respond to inbound and support-related inquiries in real time, providing clear and helpful responses
• Open and monitor Jira tickets, escalating internally as needed
• Go beyond just answering the question at hand—take the time to understand who the customer is, their business size, and their goals to offer relevant and strategic support
• Provide guidance on CRO best practices based on the customer’s needs, with support from the client's CRO experts

• You'll need to communicate fluently, confidently, and clearly in English at a very high level — both verbally and in writing — as this is central to the role; therefore, please ONLY apply for this position if you possess excellent English skills. - MUST
• At least 1 year of experience supporting an eCommerce SaaS application as a Technical Support Specialist, including handling email support tickets, conducting troubleshooting calls, and supporting merchants with website code implementation, third-party app configuration, and other implementation issues, is a MUST
• Hands-on experience with HTML and CSS is a MUST; hands-on experience with JavaScript is an ADVANTAGE
• Experience working with HubSpot or a similar CRM is a MUST
• Availability to work rotating shifts, weekends, and on-call coverage is a MUST
• Experience using Jira, browser developer tools, theme editors, app integrations, and APIs is an ADVANTAGE
• Experience providing support through live chat is an ADVANTAGE
• Familiarity with conversion rate optimization (CRO) best practices is an ADVANTAGE

• Competitive salary
• Exposure to a cutting edge fast paced work environment
• Fully remote, long-term opportunity
• Stable full-time schedule
• Clear processes and structured work
• Opportunity to grow into higher-level roles