Associate, Product Support

About the Role

We are adding a new Product Support Associate to our Product team, where you will help deliver an exceptional support experience for the brands who use ShopMy. 

In this role, you will be on the front lines of helping brands unlock the full potential of the ShopMy platform. It’s an exciting opportunity for someone early in their career who is eager to dive into the technical side of our product, sharpen problem-solving skills, and play a key role in supporting both our customers and our internal teams.

 

Your Impact in the Role

• Assist the Product Support team in managing inbound support requests from brands, ensuring timely and accurate resolution.
• Troubleshoot technical issues and escalate complex cases to senior Product and Engineering when needed.
• Document and maintain accurate records of product issues, recurring trends, and user feedback.
• Contribute to building out support resources, including FAQs, help guides, and knowledge base articles.
• Partner with cross-functional teams to surface valuable customer insights that inform product improvements.
• Support ad-hoc projects across the Product organization, contributing to process improvements and efficiency.

You Are Energized By

• Helping users solve problems and making their experience seamless.
• Translating  product features into simple, brand-friendly language.
• Learning the technical aspects of a fast-scaling SaaS platform.
• Working in a fast-paced, dynamic environment where every day brings new challenges.

What We Are Looking For

• Bachelor’s Degree
• 1–2 years in customer support, product operations, or related roles (internships and entry-level experience welcome).
• Strong written and verbal communication skills with the ability to relay technical concepts clearly.
• Highly organized and detail-oriented with the ability to manage multiple requests.
• Proficiency with tools such as Google Suite, Microsoft Office, and Zoom.
• Eagerness to learn new systems such as Zendesk, Intercom, or Jira.A team player with a customer-first mindset.

Bonus Points

• Experience working in a startup or high-growth SaaS environment.
• Familiarity with customer support tools (Zendesk, Intercom, Jira).
• Knowledge of the creator economy, affiliate marketing, or e-commerce platforms.
• Ability to prioritize and execute effectively under tight deadlines.