Technical Support Specialist - E-Commerce App

Description
About the Company:
Aidey is an AI-first Business Process Outsourcing company — the human layer powering the world's most ambitious AI-native companies. We staff the last mile of customer experience, technical success, back-office operations, and sales, operating remotely from the Philippines. Every process we run is designed AI-first and finalized by a senior human, so our clients inherit better quality, faster cycles, and a lower cost base. Trusted by global brands including Nokia and Wix, Aidey is where human intelligence meets machine scale.
About the Client:
The Client is the leading optimization and personalization platform for Shopify brands. With an AI-powered, never-before-seen visual editor, the client enables you to customize every page and component on your store, tailor personalized experiences to multiple audiences, and add product recommendations and upsells through continuous and robust A/B testing. The client is a lean team and a young company, but already working with thousands of leading Shopify brands and agencies, including Laura Geller, Andie Swim, Faherty, Moroccan Oil, and The Oodie.
About the Position:
We are looking for an Technical Support Specialist to join our team. In this role, you will be responsible for delivering prompt, high-quality responses to customer inquiries. You will take the time to understand each customer's unique needs, including their business size, background, prior interactions, and goals, in order to offer more personalized and insightful support.
The ideal candidate should be personable, detail-oriented, and professional. We expect the ability to achieve excellent service outcomes and demonstrate strong research skills. The E-Commerce App Technical Support Specialist should be adaptable, able to respond to various requests appropriately (rather than relying on scripts), and strive to deliver exceptional service at all times.
Responsibilities:
Monitor, troubleshoot, and respond to inbound and support-related inquiries in real time, providing clear and helpful responses
Open and monitor Jira tickets, escalating internally as needed
Go beyond just answering the question at hand—take the time to understand who the customer is, their business size, and their goals to offer relevant and strategic support
Provide guidance on CRO best practices based on the customer’s needs, with support from the client's CRO experts
Requirements
You'll need to communicate fluently, confidently, and clearly in English at a very high level — both verbally and in writing — as this is central to the role; therefore, please ONLY apply for this position if you possess excellent English skills — MUST
At least 1 year of experience providing technical support in a SaaS application or technology environment as a Technical Support Specialist, including handling email support tickets, troubleshooting technical issues, and assisting customers with software setup, configuration, integrations, and other technical implementation issues – MUST
Hands-on experience with HTML and CSS – MUST
Experience working with HubSpot or similar CRM or ticketing systems – MUST
Hands-on experience with JavaScript – ADVANTAGE
Hands-on Shopify experience – ADVANTAGE
Experience providing support through live chat – ADVANTAGE
Experience using Jira, browser developer tools, theme editors, app integrations, and APIs – ADVANTAGE
Familiarity with conversion rate optimization (CRO) best practices – ADVANTAGE
Proactive, customer-first mindset, with a curiosity to understand the customer’s business and provide context-aware support
Strong problem-solving skills with the ability to provide thoughtful and accurate solutions
Team player with the ability to thrive in a fast-paced startup environment, eager to learn and collaborate with others
Setup & Availability
Stable internet: 100+ Mbps, quiet workspace
Availability to work rotating shifts, weekends, and on-call coverage – MUST
Benefits
Above-market base
Fully remote — no commute, no office mandate
Direct line to client stakeholders
Real growth track: lead or specialist roles
AI-native toolkit — inside the loop

Work arrangement
Yes