Customer Support Specialist

Who We Are:

Egnition builds automation apps exclusively for Shopify merchants. Fully remote, 10+ countries, founded in Australia. One rule: if something has our name on it, it works — or it's free.

No outsourcing. No vague documentation. No assumptions left unstated. Intellectual honesty here is the norm, not a selling point.

The Role:

You'll be the first person a merchant speaks to when something goes wrong — often during their busiest, most expensive moments.

That means structured thinking, precise written English, the ability to diagnose technical issues without hand-holding, and the judgment to know when to own a problem vs. when to escalate it.

The measure: every merchant ends the conversation more confident than when they started it.

What You'll Do Day-to-Day:

• Be the first point of contact. Handle merchant inquiries via email, chat, and CRM — promptly and with genuine care.
• Diagnose the issue. Figure out what's actually wrong before explaining how to fix it.
• Keep things documented. Write up knowledge base articles and ticket notes that your teammates will find helpful.
• Escalate properly. Give the dev team a clear, useful brief — not just 'the customer's unhappy.'
• Track patterns. If the same issue keeps appearing, flag it — don't just close tickets and move on.
• Represent the standard. Every message you send reflects on Egnition.

What We're Looking For (Must-haves):

Required

Strong written English — C1/C2 level. Spelling and grammar matter.

• 1–3 years in customer support, ideally in SaaS, eCommerce, or a technical environment.
• Experience with a helpdesk or CRM — Zendesk, Freshdesk, Helpscout, Intercom, or similar.
• Technical mindset. You can investigate a problem, form a theory, test it, and explain what you found.
• Good organisational habits. Things don't fall through the cracks on your watch.
• Calm under pressure. When a merchant is stressed about lost sales, you're the steady one.
• Remote-ready. Self-motivated and reliable. No supervision required.
• Available Monday–Friday, 3 PM–11 PM (GMT+3). Non-negotiable.
• Willingness to cover occasional colleague vacation shifts, planned well in advance and compensated accordingly.

Would Be Great If You Have:

Candidates with Shopify experience will be prioritised.

• Experience with Shopify (as a merchant, app user, or support specialist) — this is the strongest differentiator at the application stage.
• Background in eCommerce or online retail
• Familiarity with JIRA, Confluence, Slack, or similar collaboration tools
• Experience working in fully remote, international teams
• Previous experience documenting processes or creating help articles

Schedule & Work Expectations

Your shift:

Monday–Friday, 3 PM–11 PM (GMT+3) · 8 hours/day · 40 hours/week · Fully remote.

Schedule transparency:

Your schedule is published well in advance — for the full year or semi-annually. You will always know exactly what you're working and when. No last-minute changes.

Vacations work the same way. The team books time off against the published calendar in advance. You will not be asked to handle a vacation request that arrives two weeks before the fact.

Vacation coverage:

As part of a 24-hour support operation, you may occasionally be asked to cover a colleague's shift during their vacation. All coverage is planned ahead, communicated clearly, and compensated accordingly.

Potential shift change:

As the team grows, there may be an opportunity to move to a full 12-hour 2/2 rotating shift (day or night). This will never happen unilaterally — any change will be discussed with you, agreed in advance, and confirmed before it takes effect. If no agreement is reached, your Monday–Friday schedule stays as is.

What We Offer

• Competitive salary aligned with your experience, paid reliably twice per month.
• Fully remote position. Work from wherever you're happiest (stable internet required).
• Monday–Friday schedule with a predictable annual calendar. You know your year in advance.
• 20 working days paid vacation per year.
• 10 days paid sick leave annually.
• Work with a global team spanning 10+ countries. Diverse perspectives, zero office politics.
• Quality tools. Shopify, modern helpdesk system, JIRA, Confluence, Slack, Google Meet.
• Guaranteed quality. Our products always work as promised, or they're free.
• Growth opportunities. As we scale, so do opportunities for advancement.

Salary: Competitive, based on experience.

How We Hire:

1. Written Application

Two or three specific questions that require actual thinking. Not 'tell us about yourself.' How you write here is the first real signal.

2. 90-Second Voice Response

One question, answered as a voice recording — 90 seconds maximum. No script, no preparation. Just respond naturally. Written and spoken English are different things. We need to hear both. Under five minutes.

3. One-Hour Interview

By this point, we already know you can write and speak. This is a real conversation about how you think and whether this is the right fit for both sides. Google Meet. Decision within one week.

Let's ignite some eCommerce greatness together!

The Egnition Team

P.S. Egnition = eCommerce Ignition. Just shorter and catchier!