Merchant Support Representative

About the RoleAs part of the Merchant Experience team, the Merchant Support Representative is the first human point of contact for both prospective and tenured merchants running their loyalty programs with Smile.You will be expected to quickly handle a high volume of conversations, with a strong emphasis on ownership at first response, determining whether you can resolve the issue directly or whether it requires intentional escalation to another Smile team. This role is crucial to helping the company achieve review targets and, as such, we compensate for review generation.
As AI increasingly handles simple, transactional questions, this role focuses more heavily on higher-context conversations that require judgment, problem-solving, and a deeper understanding of both Smile and the Shopify ecosystem. This is an exciting time to join the team, as you will actively contribute to delivering feedback that will shape how human support and AI work together to deliver a better merchant experience.
This is a full-time remote role working Monday - Friday, 7 AM - 3 PM, Atlantic Time in Canada.
🛠 What You’ll Do

Be the first point of contact for both current and prospective Smile merchants, handling a high volume of conversations with accuracy

Help prospective merchants articulate the value of Smile

Enable product adoption by facilitating trial access and demonstrating the app’s capabilities

Guide merchants through configuration and identify and resolve minor issues

Run baseline troubleshooting and diagnostics to understand issues before escalating, rather than defaulting to quick pass-off

Take meaningful ownership of conversations through resolution whenever possible, using escalation intentionally when deeper technical or strategic expertise is required

Ability to delegate escalations effectively through setting expectations and providing concise internal communication

Engage merchants on the channel that best supports the outcome, including chat, email, and when appropriate phone calls, video calls, or screen shares

Build trust, empathize, and delight merchants by setting the standard for what exceptional support looks like

Assess conversations for signals of revenue opportunity or retention risk, even when the initial request appears simple

Actively contribute to improving our AI-powered support experience by flagging gaps, misfires, or situations where automation could be strengthened

Contribute to our product feedback process

Actively drive five-star experiences and review generation through high-quality, human interactions

🤝 You'll Help Us Achieve

5-star Shopify app store generation, meeting or exceeding individual target quota. This is crucial for this role and serves as a unique addition to the total rewards package

A team Customer Satisfaction (CSAT) score of 90% or better

Internal efficiency. This role acts as a ‘gatekeeper’ and this must be done effectively to avoid reassignments to inaccurate teams

Clean internal conversation flow that fosters a positive merchant experience and sentiment

Higher resolution at first response, with fewer unnecessary handoffs

Earlier identification of revenue opportunities and retention risks

👋 What We’re Looking For

Full-time availability for a remote role (Monday - Friday 7 AM - 3 PM, Atlantic Time)

Strong familiarity with the Shopify platform and broader ecommerce ecosystem

Expressive personality with a high level of empathy. When a merchant opens a conversation, they know there’s a real human at the other end

Competency in a digital environment. We use tools like Notion, Slack, Google Sheets, Metabase, etc.

Knowledge of the ecommerce industry and desire to keep up with industry trends

Ability to multitask and handle a high volume of conversations in a fast-paced environment

Team-oriented mindset

Able to operate independently in a remote environment while maintaining focus

Comfort exercising judgment in ambiguous situations rather than relying solely on scripts

Willingness to engage merchants beyond text-based chat when it meaningfully improves outcomes

⭐Bonus If You Have

2+ years customer service, support, or success experience

Experience with specific areas of the Shopify ecosystem such as APIs, theme development, Shopify Flow, POS, or app integrations

Experience with Intercom and/or working in a similar role in a prior job

Experience working remotely

Ecommerce experience, whether that be working in the industry or running your own store

Entrepreneurial instincts, such as running a side hustle

Working knowledge of HTML, CSS, JavaScript, or using web inspector tools

💰 Compensation & Benefits

Base Salary: $61,500 CAD

Plus on-target earnings of $10,000 CAD for meeting individual review targets. The variable component is performance-based and uncapped.

In addition, our generous total rewards package includes things like flexible vacation, a remote work allowance, and a monthly credit to use at any of the store 100,000+ stores that uses our software.

Check out our careers page to learn more.

Our Commitment to Candidates:At Smile, we understand that finding a new role is challenging and that self-doubt or imposter syndrome can prevent you from applying to a role, don’t let it! You have a ton to offer and we want you to feel encouraged to apply, even if you don’t check all of the boxes. If you are passionate about eCommerce and helping merchants grow through loyalty and reward, connect with us.
At Smile, we rely on a range of backgrounds, experiences, and ideas. We value diversity, and we’re proud to be an inclusive, equal opportunity workplace. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Smile welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.
AI Disclaimer: At Smile, we’re strong advocates for using AI to help speed up iteration, increase productivity, and save our human brainpower for the really challenging problems. While we’re happy for AI to help you generate or tailor your resume, we’d ask that you please refrain from using AI to answer any of the questions on this application form, or to answer questions during the interview process itself.