Do you work in the Shopify ecosystem? This is your opportunity to join a founder-led Shopify app in the middle of a generational run.
Our last Customer Success Manager is being internally promoted into a new function. That's the kind of company we are: Two years old, profitable since day one, growing 100% year over year, and small enough that doing this job well is visible to everyone.
Executive summary:
Location: Remote, based in North America.
Team: Post-sales — Jacques (US), Gemma (UK), Erin (UK), Paul (AU), Roxanne (AU), Ben (AU)
Purpose: Every North American merchant gets an industry-best setup experience, then keeps getting industry-best support so they see outsized ROI and stay.
About us:
Order Editing is the first Shopify app that lets customers change an online purchase after they buy it. We save brands hundreds of thousands of dollars in customer service costs and drive incremental revenue through post-purchase upsells — HexClad makes $1M a year with us in net new sales.
Two years old. Profitable since day one. We work with Comfrt, Ridge, Oh Polly, and Liquid IV.
Core responsibilities:
- Client onboarding: Own the end-to-end journey for every new North American merchant (10–20/month). Understand each client's business deeply and configure their setup around their needs.
- Time to value: Every day between signing and going live is a day the merchant isn't getting value. Remove friction, anticipate blockers, and build repeatable processes that compress timelines without cutting corners.
- Product enablement: Every merchant launches with the full set of features relevant to their business from day one, and understands *why* each one matters for their specific setup.
- Ongoing support in Gleap: Triage, investigate, and resolve merchant issues with speed and accuracy. Be technical enough to diagnose a configuration problem yourself rather than routing everything to engineering. Escalate what genuinely needs escalating, with enough detail that the engineer doesn't have to start from zero.
- Ongoing support in Slack: Many of our merchants work with us in shared Slack channels. You'll be the voice in those channels — answering questions, flagging changes, spotting the difference between a merchant asking a question and a merchant getting frustrated. Collaborate with your US dedicated account manager Jacques to build the worlds best post-sales world.
- Turn support into product: You'll see every recurring question, every confusing bit of setup, every feature request. Package that into help documentation, macros, and product feedback so the same question doesn't get answered a hundred times, and so onboarding gets better because of what support taught you.
What we're looking for:
- 2–4+ years experience in eCommerce, either brand side (eCom, Digital Product, Ops, **CX**) or if tech side, within onboarding/implementation specifically
- Shopify native
- You've owned a support queue before and thought deeply about customer experience
- Technically literate: you can read documentation, reason about an integration, understand an API at a conceptual level, and debug a configuration issue without engineering holding your hand
You'll thrive here if you are:
- Self-starting and driven by ownership
- Someone who takes real pride in the quality of their work
- A builder by instinct, you see a broken process and fix it rather than working around it
- Genuinely calm and clear under pressure, because support work has bad days
- Kind
How we work remotely:
- One weekly team meeting, Mondays at 4PM EST, attended globally.
- In-person meet-ups at least twice a year. Next: Bali or Thailand, end November.
- Slack for internal communication and for client channels.
- Jacques and you will be partners in crime, working extremely closely. Jacques is a New Zealander living in London, working US timezone hours.
Compensation & logistics:
- Employment type: Employee via EOR (like Deel or Rippling), or as a contractor if preferred
Hiring process:
- First call — 30 min with Paul (manager)
- Second call — 30 min with Lachie (prev role owner)
- Third call — 30 min with Keira (co-founder)
- Fourth call — 30 min with Hamish (CEO)
Yes, please email o=We aim to move from first call to offer within 2 weeks
TO APPLY PLEASE EMAIL [email protected]