Shopify App Customer Support Executive (Surat)

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.

Responsibilities
- Handle 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.

Requirements
- Prior 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.
- Robust 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 Have
- Experience 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 Apply on Kit Job: kitjob.in/job/4lunrs