E-Commerce App Technical Support Specialist (Entry Level)

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 E-Commerce App 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.

We are also welcoming Fresh Graduates who feel that they are a good fit for this role.

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

Hands-on experience with HTML, JavaScript, and CSS is an ADVANTAGE

Experience in customer support (preferably in SaaS, eCommerce, or tech) is an ADVANTAGE

Hands-on Shopify experience is an ADVANTAGE

Experience working with HubSpot or similar CRM/ticketing systems is an ADVANTAGE

Familiarity with conversion rate optimization (CRO) best practices

Team player - joining a small team in a fast-paced start-up, hungry to learn and work together

Proactive, customer-first mindset, with a curiosity to understand the customer’s business and provide context-aware support

Ability to problem-solve and provide thoughtful and accurate responses

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

Benefits