Customer Support Rep for a Shopify app

We are a small team of 4 people that has been building tools for Shopify merchants for over 2 years. We’ve been growing steadily and now reached a point where we need a dedicated customer support representative.
Up till now even though we did not have a dedicated CS rep, we still took customer support very seriously as is evidenced by our app’s excellent rating. Now we are ready to take our customer support to an even higher level.
You will be our first CS rep which means you will be a very important part of the team. You will help us build a system and processes for future CS team members.
You will also be able to try yourself in other aspects of business and potentially switch roles in the future. Initiative is always welcome here. It’s easy to carve your own new role if it brings value to the company.
Due to time zone convenience and multiple language proficiency, people from Morocco are highly encouraged to apply.
Some of the most important duties:
• Communicating with... customers either via live chat or email and resolving any problems they have
• Continuously learning about the features of our app and broader Shopify ecosystem to be able to help our customers better
• Summarizing product feedback from merchants and suggesting new ways of product improvement
• Perform manual app tests for new feature releases
• Some non-CS related work (e.g. researching a tool, writing blog posts, making some mockups). These tasks will be assigned based on natural abilities and interests.
Must have:
• Superb written and verbal communication skills
• You enjoy talking to people and solve their problems
• Able to handle “hard” customers (we have very few of those though ?)
• Proficient in discussing technical concepts at a high level
• Comfortable working with basic CSS and JS and willingness/interest to learn more if needed
• Ability/willingness to write technical documentation/articles
• Willingness to perform non-CS related tasks (we are a small startup and we all wear multiple hats)
• Willingness to have at least 4 hour overlap at least with GMT+7 9am-6pm
Nice to have:
• Experience working with Shopify, especially something related to theme development/customization
• Experience working with B2B SaaS
• Additional languages (especially French, Spanish and Italian)
• Any other skills that can be beneficial to a startup (e.g. marketing, SEO, video editing, etc)
Salary:
Negotiable

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