Remote Shopify Chat Support Agent

Can you turn a late-night product question into a lifelong customer? That’s the level of impact you’ll have here—where every chat message is a chance to create connection and loyalty. We’re scaling our Shopify customer experience, and you’ll be at the center of it: a remote agent who shapes outcomes, not just answers tickets. If you’re energized by the idea that you can make a customer’s day from anywhere, let’s talk about what’s next.

Why This Role Matters

You aren’t just supporting users—you’re building a brand’s reputation in real time. Every interaction on our Shopify store is a moment of trust, and you’ll have the autonomy to turn quick fixes into memorable experiences. Whether you’re guiding a new business owner through their first sale or helping a seasoned merchant streamline returns, your presence ripples out across thousands of customers and their success stories.

Here, the support team isn’t tucked away—it’s the heart of our remote-first culture. You’ll get the freedom to work from wherever you’re most focused, and the responsibility to own your impact from day one.

What Your Days Look Like

Picture this: You’re at your favorite workspace, coffee in hand. A chat ping lights up—someone’s just launched their Shopify store and needs guidance setting up payment options. You don’t just copy and paste answers; you walk them through solutions, tailoring every response so they feel seen and heard. When an order issue arises, you use your expertise to turn frustration into relief, always keeping both the customer and our brand values in mind.

You’ll jump between conversations, prioritize urgent issues, and spot opportunities to go beyond “good enough.”

• Respond to live chat inquiries from Shopify store customers, offering clear, tailored solutions that stick.
• Troubleshoot order, payment, and shipping issues using our integrated support stack.
• Translate policy into plain language—making complex details simple for any audience, every time.
• Surface patterns in customer questions to improve the experience at scale.
• Champion new feature rollouts by helping early users get the most out of updates.
• Document best practices, tips, and memorable moments to share with our internal knowledge base.

What Sets You Apart

You know the difference between replying and connecting. Customers remember your empathy as much as your accuracy. You simplify the complex—whether it’s over chat, a quick video walkthrough, or a follow-up message. Your curiosity keeps you learning, and your attention to detail means customers rarely need to ask twice.

• You thrive in remote work—self-directed yet always collaborative, leveraging tools like Slack and Notion.
• Shopify isn’t new to you; you’ve supported, managed, or built on it before. You're familiar with the admin dashboard, and you’re comfortable with a bit of Liquid code or app integration.
• You write with clarity and warmth, never defaulting to scripts when a human touch is needed.
• Juggling priorities comes naturally—one minute you’re fixing a cart error, the next you’re walking someone through theme customization.
• Change excites you. New tools, updated features, evolving policies—you’re always ready to adapt and share your learnings.

How You’ll Make a Difference

This isn’t just about quick answers—it’s about lasting results. Your approach to a late-night question can transform a moment of uncertainty into an experience that turns a first-time visitor into a dedicated supporter. Your feedback will directly influence product improvements, from simplifying our FAQ to identifying and fixing bugs before they impact a wider audience. You’ll bring new ideas forward, knowing your perspective shapes what we build next.

• Transform single chats into ongoing relationships that boost loyalty and revenue.
• Identify recurring pain points and collaborate with product teams to resolve them at their root cause.
• Help train new agents by sharing what works (and what doesn’t) in our unique Shopify ecosystem.
• Elevate our support reputation—one conversation at a time—by embodying both urgency and care.

Your Remote Toolkit

Our collaboration isn’t defined by an office—it’s powered by the best tools for real connection and workflow. You’ll use:

• Shopify’s admin and support suite for all things store and order management
• Gorgias (or similar helpdesk platforms) to streamline chats, tag issues, and escalate tickets
• Slack, Notion, and Loom for real-time updates and asynchronous team knowledge-sharing
• Data dashboards to spot trends and track your personal impact on satisfaction and resolution times

We trust you to manage your day, prioritize your focus, and always seek better ways to work—whether you’re in your home office or exploring somewhere new.

The Environment You’ll Join

You’ll partner with agents, product managers, and even developers to close the loop on customer issues and launch new solutions. Feedback is fast, support is mutual, and autonomy is real. We move quickly, but you’ll always have space to focus deeply. Here, you’ll be trusted to take ownership and raise your hand when you see a chance to make things better—for customers and for your teammates.

Growth isn’t just a buzzword; it’s woven into every part of our remote culture. You’ll find opportunities to learn new Shopify features, shadow experienced agents, and pitch your own process improvements. We reward curiosity, initiative, and a willingness to step up—so you’ll never feel stuck or siloed.

What You Bring

• Prior hands-on Shopify experience—either supporting customers or running your own store
• A knack for clear, empathetic written communication
• Comfort with helpdesk tools like Gorgias, Zendesk, or Freshdesk
• The ability to multitask gracefully in a remote environment, using digital tools to stay connected
• Curiosity, adaptability, and a track record of solving problems without a script
• Flexibility to work rotating shifts, including some evenings or weekends (we support merchants worldwide)

What You’ll Earn

We believe in rewarding the impact you make—both on our customers and our company. This remote Shopify Chat Support Agent role offers a competitive annual salary of $50,000, with additional growth pathways and performance incentives for top performers.

Ready to Create Standout Support?

If you’re excited to help Shopify entrepreneurs thrive—and you want your day-to-day to matter—this is your invitation. Let’s build something purposeful together. If you’re ready to make an impact from day one, we’re ready to meet you.