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Customer Support Agent

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Desde casa, México Amplify A tiempo completo

About Amplify

At Amplify, we're enabling online merchants to increase their revenue in-store by helping shoppers discover and purchase more products. Amplify is the first complete e-commerce upsell platform. It enables brands to upsell and cross-sell at every stage of the buyer's journey.

Amplify helps e-commerce brands increase their revenue from every store visit by creating rich sales experiences. With the most advanced solution for product deals, discounts engine, and storefront API, Amplify enables brands to dramatically increase their average order value (AOV) and return on investment (ROI).

Role Overview

Amplify is looking for a detail-oriented and customer-focused Customer Support Representative to help deliver an excellent experience to our merchants. In this role, you will be on the front lines supporting Shopify store owners, answering questions, resolving issues, and helping customers get the most value from Amplify.

This is an entry-level role ideal for someone with strong English communication skills, a problem-solving mindset, and an interest in SaaS, e-commerce, and customer experience. You will work closely with our Customer Success, Product, and Engineering teams in a fast-paced, fully remote environment.

Key Responsibilities
  • Respond to customer inquiries via chat and email in a timely, friendly, and professional manner
  • Troubleshoot basic technical issues and product questions related to Amplify and Shopify
  • Guide customers through setup, onboarding steps, and best practices
  • Escalate bugs and complex issues clearly to the internal team with proper documentation
  • Maintain accurate records of customer interactions in our support tools
  • Identify common issues and proactively suggest improvements to help articles and workflows
  • Represent Amplify's voice and values in every customer interaction
  • Support customer retention by ensuring a smooth, positive experience
Requirements
  • Excellent written and spoken English with the ability to communicate clearly and professionally
  • Strong attention to detail and ability to follow processes consistently
  • Basic knowledge in HTML/CSS
  • JavaScript knowledge is an advantage
  • Comfortable working with web-based tools and learning new software quickly
  • Customer-first mindset with patience and empathy
  • Ability to manage multiple conversations and tasks at once
  • Reliable internet connection and a quiet remote work environment
  • Availability to work aligned with US business hours is a must
  • Previous experience in customer support, SaaS, Shopify, or e-commerce is a plus but not required
What We Offer
  • Competitive hourly compensation as a contractor
  • Fully remote work with a flexible, supportive team
  • Hands-on experience in a fast-growing SaaS company
  • Clear processes, training, and room to grow into more advanced CS roles
  • Exposure to Shopify, e-commerce, and modern customer support tools
How to Apply

Please submit your CV along with a short note explaining why you are interested in customer support and any relevant experience you have working with customers, SaaS tools, or e-commerce platforms.