**PLEASE DO NOT APPLY FOR THIS POSITION IF YOU DO NOT HAVE PREVIOUS WORK EXPERIENCE SUPPORTING SAAS OR ECOMMERCE PLATFORMS**

**APPLICANTS WITH KNOWLEDGE OF CONVERSION RATE OPTIMIZATION (CRO) BEST PRACTICES WILL BE GIVEN PRIORITY**

About the Company:

Aidey is one of the fastest-growing BPO companies in the Philippines, providing businesses of all sizes with an efficient way to manage their operations through flexible and cost effective outsourcing solutions.

Different brands use Aidey’s diverse services which include: Customer Service, Technical Service, Customer Success, and Back Office functions. Companies from the SaaS, e commerce, hospitality, and services industries use Aidey’s services to streamline their operations for peak efficiency and create flawless experiences for their customers.

About the Client:

The client is the leading optimization and personalization platform for Shopify brands. With an AI-powered, never-seen-before visual editor, the client enables you to customize every page and component on your store, tailor personalized experiences to multiple audiences, and add product recommendations and upsells through continuous and robust A/B testing.

They are a lean team and a young company, but already working with thousands of leading Shopify brands and agencies, including Laura Geller, Andie Swim, Faherty, Moroccan Oil, and The Oodie.

About the Position:

We are looking for a Customer Support Specialist to join our team. In this role, you will be responsible for delivering prompt, high-quality responses to customer inquiries. You will take the time to understand each customer's unique needs, including their business size, background, prior interactions, and goals, in order to offer more personalized and insightful support.

The ideal candidate should be personable, detail-oriented, and professional. We expect the ability to achieve excellent service outcomes and demonstrate strong research skills.

The Specialist should be adaptable, able to respond to various requests appropriately (rather than relying on scripts) and strive to deliver exceptional service at all times.

Responsibilities:

• Monitor, troubleshoot, and respond to inbound and support-related inquiries in real time, providing clear and helpful responses

• Open and monitor Jira tickets escalating internally as needed

• Go beyond just answering the question at hand—take the time to understand who the customer is, their business size, and their goals to offer relevant and strategic support

• Provide guidance on CRO best practices based on the customer’s needs with support from CRO experts

Requirements:

• Excellent English communication skills: verbal, written, and reading is a MUST

• 4+ years of experience in customer support (preferably in SaaS, eCommerce, or tech) is a MUST

• 3+ years of hands-on Shopify experience is an ADVANTAGE

• Experience working with HubSpot or similar CRM/ticketing systems is ADVANTAGE

• Familiarity with conversion rate optimization (CRO) best practices

• Team player - joining a small team in a fast-paced start-up, hungry to learn and work together

• Proactive, customer-first mindset, with a curiosity to understand the customer’s business and provide context-aware support

• Ability to problem-solve and provide thoughtful and accurate responses

Work Schedule

• This is a full-time position in a work-from-home setup. You will be working 8 hours a day, 5 days a week, from Monday to Friday, 09:00-17:00 EST

Please refer to job description.