Support Specialist - Tier 1

Remote - Victoria, British Columbia, Canada

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Pixel Union
Helping Shopify entrepreneurs sell more with premium themes, apps, and custom e-commerce solutions.
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Who we are:

Pixel Union’s Apps team are leading designers of premium apps for the Shopify ecommerce platform. We’re focused on helping our merchants — entrepreneurs, innovators, brands, and businesses large and small — succeed by providing them with the world’s best digital products, backed by exceptional customer support.

We are a team of 20+, with headquarters in Victoria, BC, and remote team members distributed across Canada.

About the role:

Do you love supporting and working with good people? Our tight-knit team is made up of designers, developers, project managers and support staff who love what they do, too. We bring passion and energy to our work, and believe that work should be rewarding, interesting, and come at a sustainable pace. Our support team works from our Victoria HQ, or from remotely around Canada.

We are currently looking for a Support Specialist - Tier 1 to join our App Support Team for a 6-week contract covering our busy season of Black Friday/Cyber Monday, beginning October 25th. You will collaborate closely with other support & success specialists providing exceptional help for our products. You’ll be making sure our customers’ needs are met and any of their concerns are heard — we’re here to quickly connect with our customers and help them solve their more technical challenges.

You’ll be...

  • Providing fast, trustworthy and reliable email help to allow our support team to deliver the best customer service in the industry
  • Digging into reported issues or queries in detail to diagnose and differentiate between product and non-product issues in order to provide accurate, valid, and complete information to our customers
  • Flagging app issues, raising important merchant concerns, and suggesting app improvements that will benefit merchant experience
  • Answering questions
  • Helping our customers bring their vision to reality and tailoring your communication to match their knowledge and technical skill level
  • Working closely with our QA, Design, and Dev teams to resolve concerns and escalate bug issues

You should be familiar with...

  • Creative problem solving, critical thinking, and digging deeply into issues
  • Providing an exceptional customer experience through an eye for detail and focus on solutions

If you have these skills, that’s a huge plus!

  • Familiarity with HTML/CSS
  • Experience in ecommerce
  • Experience working in a high volume, multi-tiered support environment

If you have anything you’d like to clarify about your resume let us know in your cover letter! Maybe you’ve taken some time to travel, have enjoyed short contracts, or spent time caring for family - we’d love to understand your background and experiences.


Experience with the Shopify platform


Pixel Union is a company built on creativity, teamwork and employee well-being. We come to the office (wherever that may be) to work hard, push our limits, and enjoy ourselves around good people. Here, you will work with a fun group of people on challenging and rewarding tasks. You will have access to educational materials, as well as the occasional office-made waffles!

Some of the perks you’ll enjoy during your contract:

  • Competitive base salary
  • Exposure and learning across teams and services
  • Flexible work schedule and remote-friendly culture and systems
  • Educational sessions
Job region(s): North America
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