Merchant Support Representative

About the RoleAs part of the Merchant Experience team, the Merchant Support Representative is the first human point of contact for both prospective and tenured merchants running their loyalty programs with Smile.You will be expected to quickly handle a high volume of conversations, with a strong emphasis on ownership at first response, determining whether you can resolve the issue directly or whether it requires intentional escalation to another Smile team. This role is crucial to helping the company achieve review targets and, as such, we compensate for review generation.
As AI increasingly handles simple, transactional questions, this role focuses more heavily on higher-context conversations that require judgment, problem-solving, and a deeper understanding of both Smile and the Shopify ecosystem. This is an exciting time to join the team, as you will actively contribute to delivering feedback that will shape how human support and AI work together to deliver a better merchant experience.
This is a full-time remote role working Monday - Friday, 7 AM - 3 PM, Atlantic Time in Canada.

🛠 What You’ll Do

• Be the first point of contact for both current and prospective Smile merchants, handling a high volume of conversations with accuracy
• Help prospective merchants articulate the value of Smile
• Enable product adoption by facilitating trial access and demonstrating the app’s capabilities
• Guide merchants through configuration and identify and resolve minor issues
• Run baseline troubleshooting and diagnostics to understand issues before escalating, rather than defaulting to quick pass-off
• Take meaningful ownership of conversations through resolution whenever possible, using escalation intentionally when deeper technical or strategic expertise is required
• Ability to delegate escalations effectively through setting expectations and providing concise internal communication
• Engage merchants on the channel that best supports the outcome, including chat, email, and when appropriate phone calls, video calls, or screen shares
• Build trust, empathize, and delight merchants by setting the standard for what exceptional support looks like
• Assess conversations for signals of revenue opportunity or retention risk, even when the initial request appears simple
• Actively contribute to improving our AI-powered support experience by flagging gaps, misfires, or situations where automation could be strengthened
• Contribute to our product feedback process
• Actively drive five-star experiences and review generation through high-quality, human interactions

🤝 You'll Help Us Achieve

• 5-star Shopify app store generation, meeting or exceeding individual target quota. This is crucial for this role and serves as a unique addition to the total rewards package
• A team Customer Satisfaction (CSAT) score of 90% or better
• Internal efficiency. This role acts as a ‘gatekeeper’ and this must be done effectively to avoid reassignments to inaccurate teams
• Clean internal conversation flow that fosters a positive merchant experience and sentiment
• Higher resolution at first response, with fewer unnecessary handoffs
• Earlier identification of revenue opportunities and retention risks

👋 What We’re Looking For

• Full-time availability for a remote role (Monday - Friday 7 AM - 3 PM, Atlantic Time)
• Strong familiarity with the Shopify platform and broader ecommerce ecosystem
• Expressive personality with a high level of empathy. When a merchant opens a conversation, they know there’s a real human at the other end
• Competency in a digital environment. We use tools like Notion, Slack, Google Sheets, Metabase, etc.
• Knowledge of the ecommerce industry and desire to keep up with industry trends
• Ability to multitask and handle a high volume of conversations in a fast-paced environment
• Team-oriented mindset
• Able to operate independently in a remote environment while maintaining focus
• Comfort exercising judgment in ambiguous situations rather than relying solely on scripts
• Willingness to engage merchants beyond text-based chat when it meaningfully improves outcomes

⭐Bonus If You Have

• 2+ years customer service, support, or success experience
• Experience with specific areas of the Shopify ecosystem such as APIs, theme development, Shopify Flow, POS, or app integrations
• Experience with Intercom and/or working in a similar role in a prior job
• Experience working remotely
• Ecommerce experience, whether that be working in the industry or running your own store
• Entrepreneurial instincts, such as running a side hustle
• Working knowledge of HTML, CSS, JavaScript, or using web inspector tools

💰 Compensation &