Shopify App Customer Support Executive

We are looking for a Customer Support Executive who has experience handling support for Shopify apps.This role is specifically for someone who understands the Shopify app ecosystem, how merchants use apps inside their Shopify stores, and how to support users through CRM/helpdesk tools like Crisp, Intercom, Zendesk, Freshdesk, Gorgias, or similar platforms.Knowledge of digital advertising is a big plus, especially if you understand Meta Ads, Google Ads, TikTok Ads, Snapchat Ads, pixels, product feeds, catalogs, tracking, or conversion events.ResponsibilitiesHandle support queries from Shopify app users through CRM platforms like Crisp, Intercom, Zendesk, Freshdesk, or similar tools.Help merchants with app installation, setup, configuration, and basic troubleshooting.Understand customer issues clearly and provide simple, step-by-step solutions.Collect screenshots, screen recordings, store URLs, and error details when needed.Escalate technical issues to the development/product team with proper context.Follow up with users until their issue is resolved.Share repeated customer issues with the product team to improve the app experience.Help improve FAQs, support macros, and help articles.RequirementsPrior experience in Shopify app support or Shopify-related SaaS support.Good understanding of Shopify Admin, app installation, app permissions, billing, and merchant workflows.Experience using CRM/helpdesk tools like Crisp, Intercom, Zendesk, Freshdesk, or Gorgias.Strong written English communication skills.Ability to troubleshoot basic app-related issues and explain solutions clearly.Comfortable coordinating with developers for technical escalations.Basic knowledge of eCommerce and Shopify merchant expectations.Good to HaveExperience with Shopify apps related to Facebook Pixel, product feeds, tracking, marketing, reviews, upsells, or analytics.Knowledge of advertising platforms like Meta, Google, TikTok, Snapchat, or Pinterest.Understanding of pixels, catalogs, product feeds, conversion tracking, events, and attribution.Experience creating support documentation or help articles.ImportantThis is not a general chat support role. We are looking for someone who already understands Shopify apps or has worked in Shopify/eCommerce SaaS support before.Application QuestionsPlease answer these while applying:Have you worked in support for a Shopify app or Shopify-related SaaS product before?Which CRM/helpdesk tools have you used?What common Shopify app issues have you handled?Do you have any experience or understanding of digital advertising, pixels, product feeds, or tracking?Job TypeRemote / Full-timeExperience: Shopify app support experience preferredLanguage: Strong written English required

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