Source Job

• Provide responsive technical support to merchants via email, live chat, and phone during AEDT/AEST business hours with US team overlap for handoffs.
• Troubleshoot app behavior, Shopify integrations, and third-party tools like Klaviyo, Algolia, Yotpo, and Recharge across the Tapcart stack.
• Contribute to Help Center articles, runbooks, macros, and AI workflows to improve self-service and capture merchant feedback for Product and Engineering.

Tapcart is the leading mobile commerce platform for Shopify brands, powering native iOS and Android apps for thousands of merchants from emerging DTC labels to global household names. The team is fully remote across the US and beyond, with a culture that values async-first collaboration and intentional overlap for support coverage.

• Respond to customer inquiries via live chat and troubleshoot technical platform issues from initial contact through resolution.
• Become an expert in Triple Whale's platform and the broader ecommerce ecosystem, advising customers on best practices.
• Partner with Product, Engineering, and Customer Success to improve customer experience and drive product enhancements.

Triple Whale is an AI operating system built for modern ecommerce that helps brands see what's working and take action. With over 60,000 brands like Pressed Juicery and OUAI, they turn complex data into profit-growing actions.

• Respond to customers across live chat and email, owning each conversation from first contact through resolution.
• Investigate and troubleshoot technical issues across pixels, integrations, reporting, and Moby.
• Coach customers on best practices and workflows to get the most out of the platform.

Triple Whale is an AI operating system built for modern ecommerce, helping brands turn complex data into actions that grow profit. With over 60,000 brands like Pressed Juicery, OUAI, and True Classic using the platform, the company values customer obsession, speed, and trustworthiness.

• Provide technical support to customers through email, screen sharing, and chat, resolving inquiries within SLAs.
• Master Vanta’s product, learning its ins, outs, work-arounds, and don't-do-thats.
• Explain complex solutions simply, document solutions for scale; problem-solve and troubleshoot, tracking trends in Support CRM.

Vanta helps businesses earn and prove trust by providing continuous security monitoring and verification. The company empowers companies to practice better security and prove it with ease. Vanta has a kind and talented team, and welcomes those without prior security experience.

• Be the first point of contact for customer questions through email and phone.
• Become a product expert and function as a first-level problem solver.
• Escalate issues to the appropriate team while maintaining communication with the affected user.

Tremendous is a global platform that enables businesses to send payouts to anyone, anywhere, for free. Trusted by 20,000 organizations, they focus on making work efficient, flexible, and fulfilling within a fully remote, high-documentation, low-meeting culture, allowing more time for personal and professional life.

• Provide technical support to customers through email, screen sharing, and chat within established SLAs.
• Own and resolve complex technical customer issues, partnering with Technical Support Specialists.
• Problem-solve and troubleshoot in a repeatable manner, documenting in the Support CRM to identify trends.

Vanta helps businesses earn and prove trust by enabling companies to practice better security. They have a talented team and empower companies to improve and prove their security.

• Monitor, prioritize, and coordinate clients’ overall status of technical support tickets and issues.
• Proactively build strong relationships with key contacts of the customer operations organization.
• Drive resolution for escalations, partnering with technical teams to bring issues to resolution.

Amwell transforms healthcare for all through technology and innovation. With almost two decades of experience, they serve large healthcare organizations in the U.S. and worldwide, fostering a culture of respect, inclusion, and collaboration.

• Manage and prioritize customer inquiries across support channels, delivering timely resolutions.
• Provide hands-on support to community administrators and creators, helping them navigate platform features.
• Develop expertise in the platform’s ecosystem to troubleshoot technical and product-related issues.

Jobgether is a platform using AI-powered matching to ensure applications are reviewed fairly. The company connects job seekers with roles, focusing on objectivity and speed in the hiring process.

• Manage day-to-day support operations for a team of 8-10 Support Engineers.
• Lead the onboarding, technical mentoring, and career coaching for all direct reports.
• Partner with Support and CX Operations to refine workflows and improve internal tooling.

Tailscale is building software that makes it easy to securely interconnect people and their devices, no matter where they are. Founded in 2019 and fully distributed, they're backed by Accel, CRV, Insight, Heavybit, and Uncork Capital.

• You are comfortable owning complex SaaS troubleshooting from first report through resolution.
• You can explain technical issues concisely, think systematically, and operate with strong ownership.
• You delight customers with keen attention to detail and empathetic responses.

Ashby is building the next generation of enterprise software, starting with a suite of products for talent leaders, recruiters, and hiring managers. Backed by great investors and with an incredible team, they value ownership, principled thinking, and thoughtful communication.

• Proactively support the Turnitin product line via primarily email, (sometimes phone & live chat), ensuring problem resolution, system access, and optimal system performance.
• Coordinate closely with Engineering and Product Management on all product issues & releases.
• Develop positive customer and cultural relations.

Turnitin is a recognized innovator in global education, partnering with educators and institutions to develop learning integrity solutions. They have over 16,000 academic institutions, publishers, and corporations using their services in more than 185 countries.

• Deliver exceptional customer service to Bazaarvoice clients by managing inbound requests across chat, phone, and support portals.
• Troubleshoot semi-complex to complex technical issues, owning resolution for areas like User Access Management and Syndication.
• Embrace AI tools and KCS methodologies to streamline workflows, create knowledge articles, and improve support efficiency.

Bazaarvoice creates smart shopping experiences by connecting brands and retailers with consumers through user-generated content and enterprise technology. Founded in 2005, the company is headquartered in Austin, Texas with offices globally and has been certified as a Great Place to Work in multiple countries.

• Proactively support agency partners with technical inquiries and marketing strategy via Slack, chat, and email.
• Work with Agency Partner Managers to deepen relationships, identify expansion opportunities, and flag risks.
• Drive revenue and renewal forecasting, lead agency meetings, and translate customer feedback into product requirements.

Triple Whale is an AI operating system for modern ecommerce that helps brands optimize ad performance, creative, and inventory. Over 60,000 brands like Pressed Juicery, OUAI, and True Classic use its platform to turn complex data into profit-driving actions.

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources.
• Become Smartsheet Product Certified and work with customers through email, phone, and chat.
• Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance.

Smartsheet has helped people and teams achieve since its founding over 20 years ago. They empower teams to automate the manual, uncover insights, and scale smarter, creating space to think big, take action, and unlock the kind of work that truly matters.

• Resolving issues through phone, chat, and email in a fast-paced environment.
• Providing excellent client support by engaging clients and providing clear communications, investigations, and aiding in quick resolution.
• Troubleshooting and performing in-depth investigations to work towards determining the root cause of client/feature issues and deliver solutions.

Absorb Software provides online training solutions to leading organizations around the world. They are a remote-first company with a cloud-based learning management system (LMS) engineered to inspire learning and fuel business productivity.

• Act as tier 1 product support, resolving customer inquiries across chat, email, and video, and triaging technical issues to Engineering.
• Run product demos, empower users to self-serve through documentation, and collect feedback to improve tools.
• Help define support workflows, track key metrics, and build knowledge resources to scale the function.

Trunk Tools is an AI company revolutionizing the $13+ trillion construction industry by embedding intelligent automation into field operations. With 100+ employees and $70M in funding from top-tier investors, the company is entering a hypergrowth phase and scaling rapidly.

• Provide proactive, empathetic customer service and manage advanced technical issues for enterprise clients.
• Independently handle high-priority cases, escalations, and contribute to knowledge management and mentorship.
• Collaborate cross-functionally to improve processes, support workflows, testing, and automation initiatives.

Applied Systems is an Insurtech company with over 40 years of experience transforming the insurance industry through innovative software and services. They are building a team that values learning and collaboration within a culture centered on values and inclusivity.

• Troubleshoot complex issues across workflows, configurations, integrations, and Zinier platform functionality.
• Partner cross-functionally with Product, Engineering, Professional Services, and Customer Success teams to resolve customer challenges.
• Drive continuous improvement by identifying recurring issues, root causes, and opportunities to improve support operations and workflows.

Zinier empowers frontline workers to achieve greater things. With a majority of workers worldwide being deskless, they recognize the need for Technology Equity to improve lives and productivity and are headquartered in Silicon Valley with a hybrid workforce.

• Be the first point of contact for merchants and partners, handling inquiries related to card payment terminals and POS systems.
• Provide phone and written support for card terminals and ATMs, assisting with installations, replacements, and activations.
• Analyze and resolve technical and commercial inquiries, including troubleshooting, error codes, and connectivity issues.

Sutherland is a global leader in digital transformation and customer experience services. We support international brands in delivering outstanding customer experiences through innovative solutions and professional support.

• Deliver exceptional customer service while supporting customers throughout their shopping journey.
• Handle a wide range of customer inquiries, including product recommendations, order status, and returns.
• Master all operational procedures to ensure efficient and accurate support.

Margaux is a footwear brand rooted in friendship, collaboration, and community. They launched in 2015 and offer a modern footwear wardrobe for women. They design in New York and handmade in Spain.