About the role
Recharge is the subscription platform for the world’s fastest-growing and most innovative brands. Shopify’s premier subscription solution, Recharge is on a mission to build the future of commerce around customer retention. Known for its relentless product innovation and focus on ease of use, Recharge helps merchants deliver seamless customer experiences that drive customer retention and revenue growth. The Recharge platform leverages data from over 100 million shoppers to help brands more successfully set up, manage, and grow their subscription businesses. Recharge is a hands-on partner to over 20,000 brands globally — including quip, Dr. Squatch, Blueland, Estrid, Oats Overnight, Bobbie, and more. Learn more at: getrecharge.com As a Technical Support Specialist, you'll be at the frontlines helping our merchants get the most out of our product. You're responsible for supporting store owners and delivering a world-class support experience: troubleshooting issues, answering questions, and making sure every interaction leaves customers feeling like they're in good hands. The ideal candidate is empathetic, resourceful, and gets real satisfaction out of turning a frustrating problem into a great customer moment. You'll need real technical chops (this isn't a script-reading job), paired with the warmth and patience to make complex things feel simple. Note: our Technical Support team works in shifts to provide 24/7 coverage for our merchants. We're looking for someone on the West Coast; hours will be roughly 8am to 5pm PST with a 1-hour unpaid lunch. What you’ll do Use your technical expertise and customer service instincts to resolve questions and issues for our online merchants Communicate clearly in writing to both technical and non-technical audiences Make occasional outbound phone calls when an issue needs quick context gathering Diagnose technical issues and guide merchants to resolutions that make their subscription experience smooth Help merchants understand our features and capabilities so they have what they need to succeed and grow Identify patterns and recurring issues, filter out noise, and escalate real bugs to engineering with the context they need to act fast Work day to day in Intercom, and get comfortable moving between them as needed (familiarity with Intercom is a strong plus) Collaborate with teammates in our swarm support model to resolve issues quickly and as a team Be a product expert for our merchants. Know the platform inside and out, and stay current on new releases Contribute to individual, team, and company goals Live by and champion our values: Accountability, Collaboration, Iteration, and Details What you’ll bring 2+ years of experience in technical customer support at a SaaS company, ideally in or around the Shopify ecosystem Proficiency with a ticketing platform, ideally Zendesk or Intercom (HelpScout or similar also fine) Excellent written and spoken communication. You can make complex concepts simple and connect with customers warmly A problem-solving mindset. Resourceful, curious, and humble enough to ask for help when you need it A sense of urgency and the ability to prioritize based on severity, with real satisfaction in going above and beyond Comfort with ambiguity and shifting priorities in a fast-moving environment A "winning as a team" attitude: polite, patient, calm, and professional even when things get hectic Basic knowledge of HTML, CSS, and JavaScript (other languages a plus) Comfort with tools like Splunk, SQL, and Looker (or eagerness to learn them) Ability and desire to work flexible shifts, including remote-first collaboration across time zones
