Job description
About Us
The Company:Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.
About Alia by Dotdigital
Alia is redefining how eCommerce brands turn website visitors into customers. Built exclusively for Shopify, Alia’s AI-powered popups combine intelligent targeting, real-time optimisation, and beautifully designed experiences to drive industry-leading opt-in rates and revenue growth. Trusted by thousands of high-growth brands, Alia helps merchants capture high-quality email and SMS subscribers, unlock zero-party data, and deliver more personalised customer journeys from the very first interaction.
About the Role
As a Customer Support Specialist, you'll be the first point of contact for merchants using Alia. You'll help customers troubleshoot issues, answer product questions, guide merchants through best practices, and ensure every interaction leaves them with an exceptional experience. You'll work closely with our Customer Success, Engineering, and Product teams to resolve issues quickly while identifying opportunities to improve both our product and support processes. This role is ideal for someone who is highly empathetic, detail-oriented, technically curious, and takes pride in delivering world-class customer experiences. Ideally, you come to the role with experience using Intercom, Slack, and Shopify.
About You
Experience in SaaS or eCom customer support for at least 1 year
Experience supporting Shopify merchants
Experience using Intercom, Zendesk, or similar support platforms
Experience using Slack
Basic HTML, CSS, or JavaScript knowledge is nice to have
Familiarity with Klaviyo, Attentive, Yotpo, Mailchimp, or other ecommerce marketing platforms is nice to have
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.