Customer Support Executive / Custome Success Executive

Responsible for assisting merchants in integrating and configuring the company's Shopify app, providing support via live chat and email, troubleshooting issues, logging defects, and collaborating with engineering and product teams to improve the product.

• Engage with customers, understand their needs, advise them, and solve their problems.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Log software defects using a bug‑tracking system and work closely with engineering to track them to resolution.
• Answer pre‑sales questions, follow up with potential customers, and assist in onboarding.
• Record uninstallation reasons and collaborate with business and product teams to reduce churn.
• Work with product management to evolve the product based on customer feedback and new feature requests.

• Bachelor’s Degree in Computer Science or related field
• Minimum 1 year of experience in a customer support role
• Familiarity with web technologies such as HTML & CSS
• Strong problem‑solving skills
• Excellent written communication and emotional intelligence