We are seeking a Product Support Specialist to own the day-to-day support experience for our clients. As the first line of support, you are an expert at understanding merchant needs, investigating issues, and educating merchants on the product. Our ticket volume is moderate but technically deep — success in this role looks less like high-volume queue clearing and more like consistently getting to the bottom of complex, configuration-specific problems. You'll work directly with our product and engineering teams as the liaison between merchants and the people who build the product. As a small and fast-growing team, you'll have the opportunity to build the processes that scale our support function.
Key Responsibilities
Own merchant requests in Intercom across in-app chat, email, and phone
Run daily ticket triage: categorize, investigate, troubleshoot, resolve, or **escalate**
Reproduce reported issues independently before escalating — in Shopify admin, on Shopify POS (iOS and Android), and in merchant stores via collaborator access
Request and use Shopify collaborator access to investigate merchant configurations directly
Maintain defined response times across P0–P3 priority levels during coverage hours
Escalate to engineering with a documented reproduction, merchant impact, and priority
File accurate Linear tickets against our ticket quality standard and keep merchants updated on status
Provide specialized support for Shopify Flow configurations involving triggers and actions
Communicate proactively with affected merchants during incidents, including workarounds and resolution updates
Knowledge & Self-Service
Own and maintain our knowledge base so merchants have current, accurate information
Build and maintain reusable resources: guides, FAQs, macros, and onboarding templates
Configure and continuously improve Fin, our AI support agent, to increase self-serve resolution
Design self-service flows for bug reports, feature requests, and common question paths
Product Feedback
Track recurring issues and surface structured product feedback to the product team
Identify churn risk early and **escalate** with context
Partner with our implementations team on merchant handoff at go-live
Qualifications
1–3 years in technical support, customer success, or implementation; SaaS or Shopify ecosystem strongly preferred
Working knowledge of Shopify: how stores, apps, POS, inventory, and orders fit together
Strong troubleshooting instincts — you investigate thoroughly before you **escalate**
Clear, friendly written communication: you can guide a non-technical merchant through a setup problem and write a precise bug report in the same hour
Organized and self-directed; you manage a queue without being chased
Calm under pressure and comfortable with ambiguity and context-switching
About Teifi Teifi Digital, a Shopify Plus Platinum partner, excels in resolving complex e-commerce challenges. We focus on integrating large catalogs, sophisticated data frameworks, and legacy systems into seamless unified commerce and B2B solutions, delivering unparalleled customer experiences. Our skill in deploying Shopify Plus caters to top-tier merchants in manufacturing, parts, distribution, retail, and B2B, ensuring minimal technical debt and maximized e-commerce revenue.
An AI-Forward Workplace AI is embedded in how we work. Our team regularly uses AI tools to enhance productivity, streamline processes, and deliver better outcomes. Candidates joining us should be comfortable leveraging AI as part of their day-to-day workflow and open to developing their skills as these tools evolve. Familiarity with AI tools is a plus; a willingness to learn and adapt is a must.
As part of our hiring process at Teifi Digital, any offer of employment is conditional upon the successful completion of a background check.
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Product Support Specialist in Amsterdam werkgever: Teifi Digital
Teifi Digital is een uitstekende werkgever die zich richt op de groei en ontwikkeling van zijn medewerkers binnen een dynamische en samenwerkende omgeving. Met een hybride werkmodel op Granville Island, flexibele werktijden en uitgebreide gezondheidsvoordelen, biedt het bedrijf een stimulerende werkcultuur waar teamleden worden aangemoedigd om hun vaardigheden te ontwikkelen en bij te dragen aan innovatieve oplossingen. Bovendien zorgt de focus op professionele ontwikkeling en teamactiviteiten voor een hechte gemeenschap waarin iedereen kan floreren.
