Technical Costumer Support (Shopify) | Full Remote | …, Bogotá

Customer Success Specialist (Shopify Support) | Full Remote | Pre-paid Medicine Location: Work From Home – Accepting candidates from Bogota or Medellin.
Schedule: 8:30 AM – 5:30 PM COT (with potential 2:00 PM – 10:00 PM shift during initial onboarding) About the Company You will love to join an Aboriginal-founded business and member of the Shopify Build Native Community.
They are dedicated to empowering small business owners through their "Built for Shopify" native extension.
Their product solves critical food service gaps in Shopify by providing native modifier support for cafes and quick-service restaurants.
The team is a values-led, small founding group that prioritizes indigenous empowerment, community, and education.
They operate with a warm, direct, and practical communication style, moving away from corporate framing to focus on real relationship potential.
They're now looking for a Customer Success Specialist to join their growing team in a remote setup to provide essential support for their expanding international merchant base.
Why You'll Love Working With Us An indefinite contract that includes all the Colombian government benefits.
2 paid Family Days per year.
3 Paid Time Off (PTO) per year.
Paid birthday leave.
Private healthcare with dental insurance for the employee and one dependent.
Computer will be provided.
Member Wellness Program.
Social activities.
Year-end meeting + Christmas hamper.
Milestone and anniversary gifts.
What You'll Be Doing Serve as the first point of contact for all inbound customer support inquiries via email.
Become a deep expert on the app, along with Shopify POS & Shopify Online, understanding all features, functionalities, and common use cases for our target customers (cafes, coffee shops, etc).
Troubleshoot and resolve basic and intermediate technical issues, escalating complex problems to the development team with clear and detailed information.
Develop and maintain our customer-facing knowledge base, creating clear written documentation, step‐by‐step guides with screenshots, and scripts for video walkthroughs.
Proactively test new features and product updates before release, identifying bugs, providing user experience feedback, and ensuring a high-quality launch.
What You'll Bring Proven Support Experience: A track record in customer support or success, specifically within a SaaS or technology environment.
Communication Mastery: High proficiency in written and verbal English, with the ability to explain technical specifications clearly to non‐technical users.
Technical Aptitude: A strong problem‐solving mindset and the ability to troubleshoot hardware/software integrations.
High Autonomy: The ability to work independently and manage tasks effectively while the founders are in a different time zone.
Cultural Alignment: Respect for the company's values regarding empowerment and community‐led growth.
Bonus Points For Shopify Ecosystem Knowledge: Previous experience working with Shopify POS or Shopify Online backends.
SaaS Growth Interest: Experience working in a dynamic startup environment and a desire to take on a diverse range of tasks.
Ready to Apply?
This position is open and we encourage interested candidates to submit their application.
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