Merchant Support Specialist (Ecommerce)

TL;DR

Merchant Support Specialist (Ecommerce): Delivering best-in-class service and strategic support to Loop merchants with an accent on product expertise, empathy, and troubleshooting software issues. Focus on analyzing root causes of merchant challenges, maintaining clear communication, and acting as the voice of the customer to improve the product experience.

Location: Must be based in the United Kingdom

Company

hirify.global provides a connected commerce operations suite that helps merchants protect margins and delight customers by optimizing returns, exchanges, and order tracking.

What you will do

• Serve as a primary point of contact for merchants to provide support and resolve product inquiries.
• Diagnose and troubleshoot software issues by leading with curiosity and identifying root causes.
• Communicate complex solutions clearly via email and phone while maintaining high service standards.
• Escalate unresolved issues to internal product and engineering teams with detailed documentation.
• Contribute to internal and merchant-facing documentation to keep the community informed.
• Gather and prioritize product feedback to help improve the platform's capabilities.

Requirements

• Must be located in the UK
• At least two years of experience in a customer or merchant support role.
• Strong communication skills in documentation, email, phone, and video formats.
• Proven ability to manage complex projects and attention to detail.
• Experience in global, fast-paced work environments.
• Ability to thrive as a go-to product expert and problem solver.

Nice to have

• Background in B2B SaaS, ecommerce, or working with Shopify.
• Experience with Front, Jira, Notion, HubSpot, Salesforce, or Claude.
• Technical skills including basic SQL, HTML, CSS, or JavaScript.
• Experience troubleshooting API integrations.

Culture & Benefits

• Blended working environment with a focus on high empathy and high standards.
• Opportunity to work in a fast-growing, formative stage of a company.
• Culture that values authentic self-expression and resilience.
• Supportive environment for growth and learning new skills.