Senior Product Support Associate
Job Summary
Owning complex brand support tickets, the full-time Senior Product Support Associate will deliver exceptional support experiences for brands using the ShopMy platform while working remotely.
Key responsibilities
- Manage and resolve high-impact brand support tickets, applying judgment beyond established macros
- Act as the first escalation point for issues, guiding teammates through active tickets and chats
- Identify root causes of recurring issues and recommend long-term fixes, while maintaining internal knowledge bases
Required qualifications
- Bachelor's Degree or equivalent experience
- 2-4 years in customer support, brand/account support, or product operations
- Strong knowledge of support workflows and troubleshooting beyond macros
- Proficiency with tools such as Google Suite, Microsoft Office, and support platforms like Zendesk or Intercom
- Ability to create or improve documentation and workflows proactively
Complete Job Description
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