Merchant Success Specialist – Shopify App

About the role

We are looking for a Merchant Success Specialist who will help Shopify merchants succeed with our Bird Pickup Delivery app. The role goes beyond answering tickets – you will become an expert on the app, guide merchants through setup, and work closely with product and engineering teams.

Key responsibilities

• Respond to merchant inquiries via email, live chat, and video calls, providing timely and empathetic support.
• Assist merchants with installing, configuring, and integrating the Bird Pickup Delivery app, including theme integration and storefront setup.
• Troubleshoot issues related to Shopify themes, app settings, checkout behavior, and third‑party integrations; reproduce problems, gather technical details, and verify fixes.

Required profile

• Excellent written and spoken English.
• Strong problem‑solving, attention to detail, and organizational skills.
• Ability to explain technical concepts clearly and work independently in a remote environment.
• Customer‑first mindset with a passion for helping merchants.

Required skills

• Familiarity with Shopify Admin and the Shopify ecosystem.
• Basic knowledge of HTML, CSS, JavaScript, and Shopify Liquid.
• Experience customizing Shopify themes or making small theme changes.
• Use of browser developer tools for debugging.