Who we are

Helium builds apps that Shopify merchants depend on. We are a human company in a digital space, and we never forget that everyone who uses our products is a human being too.

As Shopify Experts, we build third-party apps (web applications) for the Shopify ecommerce platform that augment the default shopping experience into something uniquely valuable. In other words, Shopify website owners (“merchants”) use our apps to add features to their online stores that aren’t supported natively by Shopify.

Our company and our apps are growing! Helium team members have a unique opportunity to help ecommerce business owners succeed, shape the future of a small startup company, and grow alongside the rest of us. :)

The job

Helium is looking for a Customer Success Specialist to help Shopify merchants be successful with our apps. This role will involve communicating with customers in order to identify and understand surface-level problems and work with our technical team to resolve the underlying issues.

The position will be based out of our Gig Harbor, WA office (COVID restrictions aside) and will begin as a part-time position, ideally growing into a full-time position as the support load continues to grow. An exceptional candidate with other supporting skills may qualify for a full-time position.

You may be a good fit if…

• You enjoy helping people and feel good when others succeed
• Nothing gets you down. You maintain a friendly and positive tone even among negative or frustrated people
• You’re an excellent communicator, able to succinctly and clearly communicate with customers and team members
• You are able to deescalate issues and make people feel heard and understood, even when you can’t solve their problem
• You understand people have varying backgrounds and experiences with technology and that different approaches may be required for different customers
• You’re creative, curious, and actively pursue your own personal and professional development

Work environment

The Helium team primarily works in an open office environment at our Gig Harbor, WA office with occasional work from home days, but we are currently working 100% remotely from our homes during the COVID-19 crisis. We dress casually, we like to laugh, and we even like to eat lunch together (when we can).

Responsibilities

• Interact directly with customers via chat and email
• Organize and respond to app support requests on the daily
• Facilitate positive relationships and outcomes with customers
• Help customers navigate the apps and understand how to use them
• Assist customers with application installs & uninstalls
• Compose and maintain application help articles, documentation, and guides
• Monitor application feature requests and escalate to the appropriate team members

Qualifications

• Fluent English speaker
• Able to type 50+ words per minute
• Superb written and oral communication skills
• Proficiency and confidence in working with computers, software, and technology in general
• Exceptional attention to detail and problem-solving skills
• Excellent time management and organization skills
• Self-motivated with a strong ability to work independently and collaboratively
• Strong ability to learn new technical skills quickly
• Customer service-driven and dedicated to an above-and-beyond service mentality

Nice-to-haves

Please let us know if you possess supplemental interests/skills that might be relevant.

• Experience working with the Shopify platform
• 1+ years experience in a customer service or customer support role
• Interest in software, web development, and/or ecommerce
• Experience troubleshooting/debugging technical issues
• Familiarity with HTML, CSS, and JavaScript
• Experience using Intercom, GitLab, and/or CloudCannon
• Experience or interest in blog writing, graphic design, SEO, or video editing.
• Additional languages (read/write)
• Sense of humor :)

Submit your application

You can fill out an application on our job site, powered by Customer Fields and Shopify.