Customer Success Specialist (Alia Shopify)

TL;DR

Customer Success Specialist (Alia): Support e-commerce customers using AI-powered Shopify popups to capture subscribers and drive revenue growth with an accent on troubleshooting issues, providing strategic recommendations, and ensuring smooth platform usage. Focus on monitoring customer trends, documenting feedback, and assisting with renewals and integrations.

Company

hirify.global is a global SaaS provider with Alia, an AI-powered popup solution built for Shopify that helps eCommerce brands achieve high opt-in rates and personalized customer journeys.

What you will do

• Serve as first point of contact for customer inquiries via email, Slack, chat, and calls
• Troubleshoot platform issues, provide product guidance, and escalate technical problems
• Offer ongoing testing services and strategic recommendations to optimize performance
• Monitor usage trends to proactively address potential issues
• Document feedback and recurring issues to drive product improvements
• Support renewals, subscription requests, and special projects

Requirements

• 1–3 years in customer support or customer success, ideally in SaaS or e-commerce
• Strong communication and problem-solving skills
• Ability to learn software quickly and explain concepts to non-technical users
• Experience with CRM or support tools like Slack, Intercom, Fin AI

Nice to have

• Familiarity with e-commerce platforms like Shopify
• Experience in fast-paced SaaS environment

Culture & Benefits

• Collaborative environment fostering innovation, teamwork, and knowledge sharing
• Growth mindset with ownership of work and creative idea exploration
• Diverse peers and meaningful connections through curiosity and client-focused solutions

Hiring process

• 30 min intro call with Head of CS to assess support skills and experience
• 30 min live assessment with Head of CS
• 30 min final interview with CCO