Product Support Engineer

About the Company

Loop is a subscription management platform built for e-commerce brands on Shopify. We are scaling rapidly, driven by a strong product and exceptional merchant experience, targeting significant growth in the US, Europe, and ANZ markets.

Responsibilities

• Resolve product-related queries using chat-based software and manage merchant issues on Slack
• Own Customer Satisfaction (CSAT) by delivering timely, empathetic, and accurate resolutions
• Proactively identify and resolve process issues to improve support efficiency
• Meet quality standards, KPIs, and KRAs across email, chat, Slack, and video channels
• Provide technical troubleshooting and product expertise for Shopify and Loop Subscriptions
• Identify trends and report missing documentation to relevant teams
• Address outages or critical issues quickly, ensuring timely communication with engineers and managers
• Provide outbound video support as requested

Requirements

• 1-5 years of experience in customer support or a related customer-facing role
• Understanding of JavaScript, HTML, and CSS
• Bachelor's degree in a technology-related field
• Experience in the SaaS industry
• Strong problem-solving skills and attention to detail
• Strong written and verbal communication skills

Preferred Qualifications

• Experience in the e-commerce industry
• Exposure to startup environments and ability to adapt quickly

Benefits

• Annual Leaves
• Free lunch and snacks
• Annual company retreat
• Insurance