Headquarters: Atlanta, GA, USA
URL: https://relaycommerce.io
Primary Responsibilities
Effectively communicate with customers to troubleshoot user experiences and maximize customer satisfaction.
Assist merchants with app installations, integrations, debugging issues, and using developer tools, escalating complex technical issues to the appropriate teams when necessary.
Guide new merchants through the setup process, ensuring they understand the platform’s features and best practices for subscription success.
Contribute to help center articles, FAQs, and internal resources to empower merchants with self-service support options.
Serve as the “voice of the customer” and provide feedback to product and marketing teams on how we can better serve our customers.
Represent the Relay team and maintain a positive, empathetic tone with customers.
Important Traits for Success
User-first mindset: the specialist approaches problems by first understanding the user’s needs
Technical Proficiency: Comfortable troubleshooting technical issues, debugging errors using developer tools, and assisting with Shopify app installations and configurations. Ability to document and escalate bugs effectively.
Empathy: the specialist can effectively put themselves in the shoes of a user and articulate what their needs are
Collaborate cross-functionally: the specialist is comfortable working across internal teams (product, marketing, leadership) to effectively communicate customer needs internally and communicate product and marketing features externally
Problem solver: the specialist can approach problems in a logical, structured way; can help customers brainstorm solutions, or know when to elevate requests to technical support
Strong communicator: the specialist is an attentive and active listener and can explain interact with customers with a positive tone
Results driven, you use data to emphasize the needs of your customers
Demonstrate Relay’s six Core Values in all professional interactions: 1) Urgency & Action 2) Customer-Focus 3) Problem-Solving 4) Continuous Improvement 5) Open Communication 6) Collaboration & Diversity
Requirements & Preferred Qualifications
4+ years of experience in customer success, account management, technical support, or consultative customer-facing roles.
Proficiency in Shopify theme development and customization with Liquid.
Proven experience in SQL, JavaScript, and CSS.
Ability to troubleshoot technical issues, debug errors, and work with developer tools.
Experience working with email marketing solutions, Gsuite, custom sending domains, and CRM tools
Our teams cover multiple time zones. Leadership and support structures will be in place but qualified candidates must have a proven track recording of being resourceful and self-sufficient.
Experience working collaboratively with technical counterparts
Excellent written and oral communication skills with the ability to document and interface with both customers and internal teams
Direct industry experience in e-commerce or B2B SaaS; ideally experience working with SMB customers
Data science background is preferred but not required.
Hiring Process
Initial Screen with People Ops Manager – 30 Minutes
Skills Assessment – 5 Business Days to complete
First Round Interview with Head of Customer Success – 30 Minutes
Final Interview with Chief Revenue Officer & Customer Success Manager – 45 Minutes
Benefits & Perks
Work From Home Stipend
Therapy/Mental Health Reimbursement
Paid Parental Leave
Flexible Time Off
Annual Company Retreat
Company Swag
To apply: https://weworkremotely.com/remote-jobs/relay-commerce-technical-customer-success-specialist
