SimplePlan Media
Website:
simpleplanmedia.com
Job details:
Company: SimplePlan Media
Experience: minimum 6–12 months
Employment Type: Full-time
Department: Customer Success & Support
About the Role
We're looking for a proactive and tech-savvy Customer Success Executive to help Shopify merchants get the most out of our apps.
You'll be responsible for communicating with merchants, understanding their Shopify requirements, assisting with app setup and customization requests, troubleshooting issues, and ensuring a smooth experience with our products.
You'll work closely with our development and product teams to resolve merchant concerns and improve customer satisfaction.
- Remuneration: INR 20-35,000/month (Subject to experience and skills; inclusive of monthly deductions)
- Work days: Monday to Friday (Saturday subject to requirement)
- Work hours: 10:00 AM – 7:00 PM
- Setup: Fully on-site role
Key Responsibilities
• Merchant Communication: Handle merchant queries through live chat, email, and video calls with clear, professional, and friendly communication..
• App Setup & Onboarding: Help merchants install, configure, and use our Shopify apps based on their business requirements..
• Technical Troubleshooting: Investigate app-related issues, reproduce bugs, identify possible causes, and coordinate resolutions with developers..
• Customization Support: Understand merchant customization requirements, suggest available solutions, and coordinate with the development team for advanced changes..
• Shopify Store Assistance: Guide merchants through Shopify Admin, theme editor, app embeds, app blocks, and other relevant storefront configurations..
• Merchant Success: Follow up with merchants, ensure successful app adoption, and proactively address concerns to improve satisfaction and retention..
• Product Feedback: Collect merchant suggestions, identify recurring issues, and share actionable insights with the product team..
• Documentation & Testing: Maintain support records, prepare clear bug reports, test fixes, and contribute to help articles and FAQs..
Required Skills & Knowledge - Must Haves
1. Shopify Platform Knowledge
• Working understanding of the Shopify ecosystem and Shopify Admin..
• Familiarity with products, collections, variants, inventory, discounts, and customer accounts..
• Basic knowledge of Shopify themes, theme customization, and the theme editor..
• Understanding of Shopify app installation, app embeds, and app blocks..
• Familiarity with storefront functionality, including product pages, cart, and checkout..
2. Shopify Apps & E-commerce Knowledge
• Understanding of how Shopify apps integrate with storefronts and extend store functionality..
• Basic familiarity with e-commerce features such as product bundles, upsells, wishlists, subscriptions, wholesale pricing, and discounts..
• Ability to learn new app features quickly and explain their functionality to merchants..
• Understanding of common merchant requirements and how to translate them into app configurations or customization requests..
3. Basic Technical Knowledge
• Basic understanding of HTML and CSS..
• Familiarity with browser developer tools and identifying basic storefront issues..
• Ability to troubleshoot app installation, display, configuration, and compatibility issues..
• Ability to prepare clear technical reports with steps to reproduce, screenshots, and screen recordings..
• Basic familiarity with JavaScript and Shopify Liquid is an added advantage..
4. Communication & Customer Success
• Excellent written and verbal English communication..
• Ability to understand merchant concerns and explain technical solutions in simple language..
• Strong problem-solving skills, patience, and attention to detail..
• Ability to manage multiple merchant conversations and prioritize issues..
• Strong ownership mindset and willingness to follow through until issues are resolved..
Good to Haves skills and knowledge
• Previous experience supporting Shopify merchants or working with Shopify app companies..
• Experience using customer support tools such as Crisp, Intercom, Zendesk, or similar platforms.
• Familiarity with Shopify Partner Dashboard and collaborator access..
• Experience conducting merchant onboarding or product demo calls..
• Understanding of SaaS customer success, customer retention, and app adoption..
Who We're Looking For
Someone who is:
• A confident communicator who enjoys helping customers..
• Curious about technology, Shopify, and e-commerce..
• Comfortable investigating issues before escalating them..
• Quick to learn new features and explain them clearly..
• Responsible, organized, and focused on resolving merchant problems..
• Comfortable collaborating with developers, designers, and product teams..
About SimplePlan:
SimplePlan Media is a Shopify-focused product and development company building apps that help e-commerce businesses grow.
Our products include BundleSuite, WishlistSuite, SubscriptionSuite, and B2B WholesaleSuite, helping Shopify merchants improve conversions, increase revenue, and manage their stores more effectively.
If you enjoy solving problems, communicating with customers, and working with Shopify technology, we'd love to hear from you.
Click on Apply to know more.
