You'll make sure merchants who choose Spoks get real results. Guide new stores to their first campaigns and automations, help them when they get stuck and notice early when someone isn't getting what they need. When their emails make money, they stay.
This is hands-on customer success. Instead of a small book of large accounts, you'll help hundreds of Shopify merchants through chat, email and the occasional call.
What you will do
- Own customer chat and onboarding. Answer questions, explain the next step and follow up until each issue is resolved.
- Guide new merchants from install to their first campaigns and automations, and help them past the spots where they stall.
- Own Fin, the AI assistant in our Intercom support tool. Keep its answers accurate, improve the information it draws from and step in when someone needs a person.
- Follow new stores in our CRM and reach out when one is stuck, quiet or at risk of leaving.
- Pass bugs to engineering with clear notes and keep customers updated.
- Turn common questions into help articles, walkthroughs and onboarding emails, and share what confuses customers with the team.
- When it helps, look over a merchant's campaigns or signup forms and suggest improvements.
Growing with the role
You won't start from a blank page. Fin already handles most chat and onboarding questions automatically, which leaves you free for the conversations that need a person and for building what comes next.
You'll build our customer success operation from the ground up: how we welcome new merchants, spot stores that need help, scale support with AI and measure whether customers get results. As we grow, you'll help hire and train support teammates. We're building toward 100,000 merchants with a lean team, and for the right person this role can grow into leading customer success at Spoks.
What you will bring
- Experience helping customers or clients succeed, in customer success, support, onboarding, account management or client services.
- Clear, friendly writing and confidence talking with people. You explain things simply and never make anyone feel silly for asking.
- You learn new software quickly, stay patient when someone is frustrated and keep your promises.
- You look for patterns. When the same question comes up three times, you fix the cause.
- You use AI tools like Claude or ChatGPT to work faster, and you check their work. No coding needed.
Experience with Intercom, Shopify, Klaviyo or email marketing is a big bonus. If you've built email campaigns for a brand, worked at an ecommerce agency or run your own online store, tell us about it.
Hours and location
Monday to Friday, 9am to 5pm. Our office is in West Lake Hills, a short drive west of downtown Austin, with great parking.
