Technical Support Specialist

Responsibilities

• ▹Monitor, troubleshoot, and respond to inbound support-related inquiries in real time
• ▹Open and monitor Jira tickets, escalating internally as needed
• ▹Understand the customer's business size, background, and goals to offer relevant, strategic support
• ▹Provide guidance on CRO best practices with support from the client's CRO experts

Requirements

• ▹Excellent English communication skills (verbal, written, reading) - MUST
• ▹Team player mindset, joining a small, fast-paced startup team
• ▹Proactive, customer-first mindset with context-aware support
• ▹Ability to problem-solve and provide thoughtful, accurate responses

Nice to have

• ▹Experience in customer support (preferably SaaS, eCommerce, or tech)
• ▹Hands-on Shopify experience
• ▹Experience with HubSpot or similar CRM/ticketing systems
• ▹Familiarity with conversion rate optimization (CRO) best practices

Soft skills

What we offer

• ▹Fully remote, long-term opportunity
• ▹Work directly with US-based teams
• ▹Stable full-time schedule
• ▹Clear processes and structured work
• ▹Opportunity to grow into higher-level roles

About the company

Aidey is an AI-first Business Process Outsourcing company that remotely delivers customer experience, technical success, back-office, and sales services from the Philippines for ambitious AI-native companies, trusted by global brands including Nokia and Wix. The client is a leading optimization and personalization platform for Shopify brands, featuring an AI-powered visual editor to customize every page and component, plus A/B-tested product recommendations and upsells; clients include brands like Laura Geller, Andie Swim, and Faherty.