Shopify App Support Specialist (Live Chat + Email)

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: TYPE OF WORK

Full Time

: WAGE / SALARY

starts at ~80000 then up to 250000 PHP

: HOURS PER WEEK

56

: DATE UPDATED

Jun 15, 2026

JOB OVERVIEW

We are a small fully remote team that builds and maintains multiple Shopify apps for store owners worldwide. Payments, shipping, discounts, checkout customization, subscriptions, and related tools.

We are not a big corporation. No call-center script. No canned corporate tone. We talk to merchants like real people, short and clear and helpful.

Our support team is small and the load has been too heavy for too long. We are hiring a third person to share coverage properly and make the schedule sustainable.

WHAT YOU WILL DO

You will handle live chat and email for Shopify merchants using our apps.

Day to day:

Answer setup and troubleshooting questions
Read screenshots, ask clarifying questions, guide step by step
Sometimes configure rules or settings for a merchant when they are stuck
Explain honestly when something is not possible
Reply in the merchant's language when you can. English is the default
WHAT TYPICAL WORK LOOKS LIKE

Many conversations start simple: merchant opens chat, you ask how you can help.

Then it gets specific. Country-based payment rules. Shipping rate setup. Discount logic not applying. Checkout behavior on certain plans. Billing or uninstall questions. Plan limits. Screenshots back and forth until it is fixed or clearly explained.

Most threads are short to medium length. Some are quick. Some take longer when the merchant is stuck or the store setup is unusual.

WHO WE ARE LOOKING FOR

Must have:
- Excellent written English. Clear, friendly, natural. Not stiff or robotic
- Stable internet, reliable computer, workable home setup
- Comfortable with live chat. Think while typing, stay calm with frustrated merchants
- Honest and direct. You say when something cannot be done instead of guessing
- Willing to learn Shopify admin: payments, shipping, checkout, billing, plans
- Self-starter on a small team

Big plus:
- Prior Shopify experience as merchant, VA, support, or agency staff
- SaaS or app support experience

Not a fit if:
- You only want rigid scripts
- You avoid technical questions
- You need a large corporate structure to function

SCHEDULE

Full-time, remote.

We are moving to shared coverage so shifts are reasonable and sustainable. Expect roughly 8-hour shifts once the team is fully staffed. Exact rotation will be agreed with the team.

Merchants are global, so some weekend or evening coverage may be part of the rotation.

Start: as soon as possible, up to in 3-4 weeks.

COMPENSATION

Competitive monthly rate in USD starting from ~80000 PHP (assuming average performance). Discussed with shortlisted candidates based on experience. Payments via WISE or e-wallet, unless otherwise discussed.

HOW TO APPLY

Send:
- Available timezones you can work in (timeframes)
- CV
- Answers to all five screening questions below. Copy each question and answer under it. Incomplete applications will not be reviewed.
- Any additional information you feel is great to share with us

SCREENING QUESTIONS (required)

We use these to filter people who have actually worked with Shopify, not people who guessed or used AI. Be specific. Vague answers get skipped. IMPORTANT: about 90% of candidates were skipped in our previous hiring rounds due to AI generated answers, detected by our systems, or later humans. Do not apply if you don't know what you're doing, you'll be wasting yours and our time. If you really don't know what you're doing and apply using 100% AI generated answers, it will always show up later.

Question 1: A merchant installs a cash-on-delivery app and says "COD is not showing at checkout." Before you touch anything inside the app, what is the exact click path in Shopify admin to enable Cash on Delivery as a payment method? Write it as steps, like Settings > Payments > ...

Question 2: A COD fee app adds the fee at checkout as a shipping rate, not as a separate line item in the order summary. A merchant asks you to change it to a line item instead. Can a typical COD fee app do that within standard Shopify checkout constraints? Answer yes or no, then explain in 2 to 3 sentences why.

Question 3: A merchant on Shopify Basic wants to install an app that adds a custom banner on the checkout page. Can they use checkout customization apps on Basic? What Shopify plan do they need at minimum, and what Shopify capability unlocks checkout customizations?

Question 4: A merchant wants to hide PayPal for customers in one country but keep it visible in another. Which type of Shopify Function handles this: payment customization, delivery customization, or cart transform? Explain briefly why.

Question 5: A merchant says: "I uninstalled your app but I am still being charged." What do you check first, and what are two common explanations that are not actually a bug in the app?

BONUS (optional): Write your first reply to this merchant message exactly as you would send it in chat:

"Hi, I need help with a payment sorting app. I want cash on delivery first in the list but it stays at the bottom no matter what I do."

Keep it short. Sound human.

SKILL REQUIREMENT

Shopify Chat Support Technical Support

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Shopify App Support Specialist (Live Chat + Email)

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

WAGE / SALARY

HOURS PER WEEK

DATE UPDATED

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