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About Shoplift

Ecommerce brands are under constant pressure to grow revenue while advertising costs climb and competition intensifies. Yet most merchants are flying blind. They are making decisions about product pages, merchandising, pricing, and offers without ever testing what actually drives conversions. The difference between guessing and knowing can be 15-30% in revenue, but A/B testing has historically been too expensive, too complex, or too slow for most brands.

Shoplift changes that. We're the next-gen experimentation platform built specifically for Shopify merchants. We help brands discover what actually converts: should luxury skincare shoppers see lifestyle photos or close-up texture shots? Does a supplement brand's product page convert better with per-serving or per-bottle pricing? These decisions matter, and we make it simple to find the answers through visual editors, AI-powered recommendations, and expert guidance.

We're scaling rapidly with 2,000+ brands trusting us to optimize their stores, from fast-growing DTC brands to Shopify Plus merchants. We work with beloved brands like Skullcandy, Our Place, Casper, KITH, and Liquid Death, and we're one of less than 80 Shopify Certified Technology Partners, handpicked by Shopify themselves and the only A/B testing app to earn that distinction.

What sets us apart isn't just our product, it's our world-class partnerships team (deeply embedded with the Shopify ecosystem and Shopify Platinum tech and agency partners) and our customer success organization that ensures brands actually get value from testing. We're

obsessed with our customers winning, and we see ourselves as stewards of the broader ecommerce ecosystem, not just a vendor.

As we accelerate growth, we're investing in the support organization that keeps merchants confident, unblocked, and getting value every day. You'll have direct impact on the merchant experience, real ownership over the issues you resolve, and the chance to help shape how

support runs at scale.

We're a team of builders who value speed, directness, and getting shit done. We move fast, iterate constantly, and aren't afraid to change course when something isn't working. If you thrive in high-autonomy environments where your work directly shapes how customers experience the product, you'll love it here.

Your Role:

As a Customer Support Representative at Shoplift, you'll be the daily face of Shoplift to thousands of merchants. You'll own the resolution of merchant issues across chat, email, and calls, diagnosing problems accurately, responding with empathy and clarity, and seeing every case through to a confident close. You're the first person a merchant turns to when something isn't working, and the quality of that moment shapes how they feel about the entire platform.

You'll do more than close tickets. You'll build real product and platform expertise, recognize the patterns behind recurring issues, and feed what you learn back to Product, Engineering, and Customer Success so the whole experience gets better. When you spot a merchant at risk

or an opening to grow, you'll route that signal to the right account owner fast.

Why this role matters:

Storefront optimization is no longer a "nice-to-have"; it's becoming table stakes for ecommerce success. Merchants are trusting Shoplift with decisions that directly move their revenue, and every support interaction either reinforces or erodes that trust. Support isn't a cost center here. It's a direct input to retention, satisfaction, and growth, and you're on the front line of it.

Responsibilities:

• Support delivery: Own the resolution of merchant issues across chat, email, and calls. Diagnose accurately, respond with empathy and clarity, and see each case through to a confident close. Escalate complex, high-impact, or time-sensitive issues to the Support Team Lead promptly and with clear, complete context so nothing stalls in handoff.

• Service quality and consistency: Ensure every response reflects Shoplift's standards for accuracy, tone, and helpfulness. Use support macros correctly and flag any that are outdated or misaligned with current product behavior so they can be corrected quickly. Deliver the consistency merchants expect regardless of who picks up their ticket.

• Product and platform expertise: Maintain deep, current knowledge of how A/B testing, experiment setup, and CRO workflows function for merchants day to day, and understand enough of the underlying Shopify environment to reason about issues in context. Product fluency is what separates a good answer from a resolution that actually moves the merchant forward.

• Cross-functional collaboration: Partner with Product and Engineering by reproducing issues cleanly, documenting them clearly, and surfacing recurring patterns that point to deeper fixes. Meet support SLA targets across priority levels and keep tickets moving on the "waiting on us" side of any dependency.

• Retention and expansion signal: Recognize retention risk and expansion opportunity in the course of support conversations, and route those signals quickly and accurately to the relevant CSM or account owner. Reinforce merchant trust and satisfaction in every interaction.

• Continuous improvement: Strengthen self-serve and AI-enabled support by identifying gaps in documentation, macros, and help content, and recommend improvements to tools, training, and enablement based on what you see in the queue. Support the ramp of new teammates by sharing knowledge and modeling the service standard

What We’re Looking For:

Must-haves:

• Shopify ecosystem experience. You've worked in or around the Shopify platform and understand how merchants operate within it, including apps, themes, and the merchant admin. You can speak a merchant's language from day one.
• Direct-to-consumer fluency. You understand the DTC and ecommerce world, how online brands think about conversion and growth, and the pressures merchants face. This context lets you prioritize correctly and respond with credibility.
• Proven front-line support experience delivering high-quality service across chat, email, and phone.
• Strong verbal and written communication, with the ability to explain technical concepts clearly and empathetically to non-technical merchants.
• Strong diagnostic instincts and a bias toward full resolution over deflection.
• Comfort working at pace in a high-growth environment where processes are still being built.

Nice-to-haves:

• Familiarity with A/B testing, experimentation, or conversion rate optimization (CRO).
• Prior experience supporting a SaaS or B2B software product.
• Experience with support tooling such as ticketing systems, macros, and AI-assisted support workflows.
• Light technical exposure (HTML/CSS, JavaScript) or familiarity with analytics platforms (Google Analytics, GA4, Segment).