Remote opportunity at
Freshly CommerceTechnical Support Specialist
Freshly Commerce is hiring a full-time Technical Support Specialist to join its globally distributed team. The company builds a logistics platform that helps 25,000 Shopify brands…
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About This Role
Freshly Commerce is hiring a full-time Technical Support Specialist to join its globally distributed team. The company builds a logistics platform that helps 25,000 Shopify brands manage inventory, bundling, and order fulfillment. Operating as a fully remote and bootstrapped business with a small team of nine, the organization values close collaboration between engineering, marketing, and support. In this position, you will report directly to the founders and take on significant…
Job Description
Freshly Commerce is hiring a full-time Technical Support Specialist to join its globally distributed team. The company builds a logistics platform that helps 25,000 Shopify brands manage inventory, bundling, and order fulfillment. Operating as a fully remote and bootstrapped business with a small team of nine, the organization values close collaboration between engineering, marketing, and support.
In this position, you will report directly to the founders and take on significant ownership of your responsibilities. You will help merchants resolve issues via email and video recordings, improve internal workflows, and translate customer feedback into actionable insights for the product and engineering departments. The role operates asynchronously by default, featuring flexible hours with a requirement for approximately four hours of daily schedule overlap with Eastern Time.
The ideal candidate possesses strong troubleshooting instincts, exceptional written communication skills, and a background in customer-facing technical support. Success in the role requires resourcefulness, independence, and a commitment to maintaining high standards of merchant satisfaction.
Responsibilities
- Assist merchants in resolving technical problems via email and clear video recordings
- Identify underlying product issues through natural troubleshooting and investigation
- Determine when to escalate complex matters and ensure smooth handoffs to teammates
- Convert merchant feedback into valuable insights for the engineering and product groups
- Refine support processes while managing incoming tickets
- Prioritize daily tasks effectively between urgent requests and long-term improvements
Requirements
- Prior background in customer-facing technical support roles within a SaaS or tech enterprise
- Familiarity with HelpScout or similar ticketing platforms
- Hands-on familiarity with front-end technologies including HTML, CSS, and browser developer tools
- Working knowledge of REST APIs and data formats such as JSON or XML
- Capability to debug browser and front-end issues using Chrome DevTools
- Understanding of HTTP operations, DNS functionality, and API documentation
- Strong written communication abilities to explain technical concepts simply to non-technical users
Qualifications
- Familiarity with GraphQL APIs
- Experience in Shopify theme development and Liquid scripting
- Understanding of Shopify admin and storefront APIs for custom or headless configurations
Core Skills
Benefits
- Competitive salary accompanied by annual pay increases
- Annual workspace stipend of 1000 USD for equipment like standing desks, headphones, or laptops
- Flexible working hours with a daily overlap requirement of about four hours with Eastern Time
- Flexible vacation policy with no predetermined limits
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this is a fully remote role open to candidates located in all time zones.
What is the employment type?
This is a full-time employment opportunity.
What salary and benefits are offered?
The posting states that a competitive salary with annual pay increases is provided, along with a 1,000 USD annual workspace stipend, flexible hours with an Eastern Time overlap requirement, and a flexible vacation policy.
How does the interview process work?
The process includes submitting an application with a short demo video, an interview with the co-founders, a paid take-home assignment, and reference chats.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.