Technical Customer Success Specialist contract

About the Company

Relay Commerce is an e-commerce enablement platform offering scaling solutions across personalized messaging, social commerce, and customer retention, helping merchants navigate the rapidly evolving digital landscape with a comprehensive suite of tools. The Relay suite of solutions currently drives more than $1 billion in aggregate incremental gross merchandise volume for more than 35,000 merchants.

The Relay ecosystem currently consists of eight software products that accelerate merchant revenue growth through email marketing automation, on-page conversion optimization, user generated content management, retention analytics, and subscription management. Relay’s suite of products are established as key revenue generation tools for innovative e-commerce merchants worldwide.

About the Role

As a Technical Customer Success Specialist, you will be wearing multiple hats, playing a crucial role in providing technical support, assisting sales teams with technical expertise, and supporting new customer onboarding through Shopify theme customization. This is not a traditional account management or customer relationship role; this is a technical role with more development and systems responsibilities rather than frontline support (see more in the Requirements section).

At Relay we provide you with a support structure and set clear goals, and how you achieve them is up to you. A typical day could consist of replying to technical support tickets on the intercom, creating escalations, working with other departments and brands within the portfolio, hosting product demos for potential customers, and working on personal or assigned projects. You will frequently troubleshoot technical issues, debug errors, assist with Shopify app installations, and use developer tools to support customers.

This role is fully remote, and candidates must be based in Brazil or Mexico. You should have a reliable internet connection and a workspace that allows you to collaborate effectively with teams across different time zones.

About the Product

Smartrr is a powerful subscription management and loyalty platform within the Relay suite, designed to help e-commerce brands drive predictable, recurring revenue. This product enables merchants to offer flexible subscription models, streamline post-purchase engagement, and improve customer retention with built-in loyalty and referral features.

Primary Responsibilities

• Effectively communicate with customers to troubleshoot user experiences and maximize customer satisfaction.
• Assist merchants with app installations, integrations, debugging issues, and using developer tools, escalating complex technical issues to the appropriate teams when necessary.
• Guide new merchants through the setup process, ensuring they understand the platform’s features and best practices for subscription success.
• Contribute to help center articles, FAQs, and internal resources to empower merchants with self-service support options.
• Serve as the “voice of the customer” and provide feedback to product and marketing teams on how we can better serve our customers.
• Represent the Relay team and maintain a positive, empathetic tone with customers.

Important Traits for Success

• User-first mindset: the specialist approaches problems by first understanding the user’s needs
• Technical Proficiency: Comfortable troubleshooting technical issues, debugging errors using developer tools, and assisting with Shopify app installations and configurations. Ability to document and escalate bugs effectively.
• Empathy: the specialist can effectively put themselves in the shoes of a user and articulate what their needs are
• Collaborate cross-functionally: the specialist is comfortable working across internal teams (product, marketing, leadership) to effectively communicate customer needs internally and communicate product and marketing features externally
• Problem solver: the specialist can approach problems in a logical, structured way; can help customers brainstorm solutions, or know when to elevate requests to technical support
• Strong communicator: the specialist is an attentive and active listener and can explain interact with customers with a positive tone
• Results driven, you use data to emphasize the needs of your customers
• Demonstrate Relay’s six Core Values in all professional interactions: 1) Urgency & Action 2) Customer-Focus 3) Problem-Solving 4) Continuous Improvement 5) Open Communication 6) Collaboration & Diversity

Requirements & Preferred Qualifications

• 4+ years of experience in customer success, account management, technical support, or consultative customer-facing roles. 
• Proficiency in Shopify theme development and customization with Liquid.
• Proven experience in SQL, JavaScript, and CSS.
• Ability to troubleshoot technical issues, debug errors, and work with developer tools.
• Experience working with email marketing solutions, Gsuite, custom sending domains, and CRM tools
• Our teams cover multiple time zones. Leadership and support structures will be in place but qualified candidates must have a proven track recording of being resourceful and self-sufficient.
• Experience working collaboratively with technical counterparts
• Excellent written and oral communication skills with the ability to document and interface with both customers and internal teams
• Direct industry experience in e-commerce or B2B SaaS; ideally experience working with SMB customers
• Data science background is preferred but not required.

Hiring Process

• Initial Screen with People Ops Manager – 30 Minutes
• Skills Assessment – 5 Business Days to complete
• First Round Interview with Head of Customer Success – 30 Minutes
• Final Interview with Chief Revenue Officer & Customer Success Manager – 45 Minutes

Benefits & Perks

• Work From Home Stipend
• Therapy/Mental Health Reimbursement
• Paid Parental Leave
• Flexible Time Off
• Annual Company Retreat
• Company Swag