The Role

We're seeking two exceptional Merchant Support Specialist's to join our global team. This role is critical in ensuring our merchants succeed by providing world-class support and insights that drive our product development.

Who We're Looking For

Required Qualities

A patient, empathetic professional with a great sense of humour
Exceptional written and verbal communication skills in English
Tech-savvy and proficient with SaaS applications
Proven Shopify experience
Familiarity with Microsoft Teams and O365 suite applications
Flexibility to work across Americas timezone, including weekend availability
Strong independent working style with high self-motivation
Availability in later Americas time zones

Bonus Qualifications

Fluency in a second (or third) language
Additional e-commerce platform experience

Key Responsibilities

Provide comprehensive customer support across multiple channels:
- Email
- Live chat
- Social media
- Telephone support
Conduct personalized onboarding and setup sessions via video calls
Develop and maintain help documentation and tutorials
Analyse and track feature requests and support trends
Contribute to continuous improvement of our support processes

Why Join Zapiet?

Work with a self-funded, profitable company that prioritizes customer success
Collaborate with an international team spanning 15 countries
Make a meaningful impact on company growth
Enjoy a dynamic, meeting-light work environment
Opportunity for significant personal and professional development

Our Global Footprint

Supporting over 10,000 merchants worldwide
Team members in 15 countries
24/7 coverage across global time zones
Cutting-edge e-commerce solutions

How to Apply

If you're passionate about supporting merchants and ready to make a difference in e-commerce, we want to hear from you!

Zapiet is an equal opportunity employer committed to creating an inclusive environment for all team members.

Zapiet

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Merchant Support Specialist - Americas