Contractor Technical Customer Success Specialist

About the RoleAs a Technical Customer Success Specialist, you'll provide technical support, assist sales teams, and onboard new customers. This role requires technical expertise (development and systems) more than frontline support.

Responsibilities

• Troubleshoot technical issues and debug errors.
• Assist with Shopify app installations.
• Use developer tools to support customers.
• Reply to technical support tickets and create escalations.
• Work with other departments and brands.
• Host product demos for potential customers.
• Work on personal or assigned projects.
• Guide new merchants through setup and platform features.
• Contribute to help center articles, FAQs, and internal resources.
• Communicate customer needs to product and marketing teams.
• Represent Relay with a positive, empathetic tone.

Important Traits

• User-first mindset
• Technical proficiency: troubleshooting, debugging, and using developer tools.
• Empathy
• Cross-functional collaboration
• Problem-solving skills
• Strong communication skills
• Results-driven

Requirements

• 4+ years experience in customer success, account management, technical support, or related roles.
• Shopify theme development and customization (Liquid).
• Proficiency in SQL, JavaScript, and CSS.
• Experience with email marketing, G Suite, custom sending domains, and CRM tools.
• Proven ability to work with technical counterparts.
• Excellent written and oral communication skills.
• Experience in e-commerce or B2B SaaS.
• Data science background is a plus.

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