Support Specialist

Junip is looking for someone to help our support our customers.

Aspects of the role of are flexible enough that this could be more junior or senior depending on the candidate (with comp adjusting to match). If you’re eager to solve technical problems, take care of our customers & work with a small, ambitious team we’d love to hear from you.

The Junip product

We operate a review platform at significant scale (10,000+ customers / merchants, tens of millions of shoppers / reviews). We also have new agentic product that is growing quickly. They both work together to help shoppers make purchasing decisions when buying from ecommerce stores.

What you'll do

• Resolve difficult/technical customer problems via live-chat, email & video calls (40%)

• Own our rating on the Shopify App Store by driving new reviews from happy customers & resolving negative reviews (25%)

• Write, maintain & improve our help documentation (25%)

• Manage Fin, our AI support agent which resolves ~75% of customer problems (10%)

Must have

• People skills - know when/how to escalate situations & when/how to de-escalate situations

• Web dev - diagnosing install issues (html, CSS, JavaScript, Liquid) & providing simple customizations

• Written communication - explain complex ideas in simple, concise terms

• Curiosity - actively learning more about the product, problems customers face & ways we can best support them

Nice to have

• Experience in ecommerce/ecommerce technology

• Experience in customer facing roles

• Experience driving outcomes with AI tools

Important things to know

• Competitive benefits, PTO & compensation

• We’re a small team

• Profitable + growing

• We have an office in Kitchener

• Day to day is typically flexible/remote

• Need to be EST, Canada, preference for candidates within 2 hours of Kitchener-Waterloo (London, Toronto, Hamilton etc)

This role has a flexible scope

• As long as you're eager to own solving customer problems (chat, email, calls) as an individual contributor, we can scale the rest of the scope up or down quite a bit depending on experience. If you're interested but think you're too junior or senior, please still apply.