Product Support Specialist - Remote Canada

Product Support Specialist - Remote Canada

About Bold Commerce

Bold Commerce is a leading ecommerce technology company helping merchants grow, scale, and succeed online. For over a decade, we’ve built innovative, user-friendly solutions that create seamless shopping experiences, increase revenue, and strengthen customer loyalty. Our products span checkout enhancements, pricing strategies, subscriptions, and more, allowing merchants to focus on what they do best: running their business.

rePete is our latest app, designed to increase customer lifetime value without increasing churn. Using AI-driven predictive reorder technology, rePete learns each customer’s real purchase rhythm and delivers perfectly timed reorder nudges with no rigid schedules or forced commitments.

At Bold, we combine cutting-edge technology with deep merchant insight to build products that solve real ecommerce challenges. We move quickly, think creatively, and focus on building tools that drive growth today while helping merchants adapt to what’s next.

About the role

Bold Commerce is looking for a Product Support Specialist to deliver exceptional customer support and help merchants fully optimize their ecommerce experience. This role focuses on empowering customers to become self-sufficient, delivering timely and effective solutions, and acting as a trusted partner that helps merchants save time, reduce friction, and drive growth.

Your mission 

• Provide top-tier technical and customer support via chat, phone, and email
• Prioritize and resolve support tickets efficiently, with a strong focus on first-contact resolution
• Serve as a Bold ambassador by delivering an exceptional customer experience and building long-term trust with merchants
• Troubleshoot and resolve technical, billing, and account-related issues
• Tailor solutions based on an understanding of each merchant’s business and ecommerce goals
• Share ecommerce best practices and product guidance to help customers maximize value from Bold products
• Stay up to date on product enhancements, platform changes, and ecommerce trends
• Support pre-sales, onboarding, and migration-related customer needs
• Triage and manage urgent support issues, escalating when appropriate
• Partner cross-functionally with internal teams to improve the overall customer experience
• Maintain professionalism, empathy, and clear communication in all customer interactions

What we’re looking for

• 3+ years of experience in technical support or a similar customer-facing role
• Strong experience providing support through phone, email, and live chat channels
• Ability to manage multiple live conversations and competing priorities effectively
• Experience with web technologies such as HTML, CSS, and JavaScript
• Familiarity with Shopify Liquid
• Strong written and verbal communication skills
• Strong technical aptitude with the ability to troubleshoot independently and leverage self-service resources
• Comfortable operating in a fast-paced environment while maintaining patience, professionalism, and empathy
• Experience de-escalating challenging situations and handling difficult customer conversations confidently
• Strong critical thinking, problem-solving, and customer relationship skills
• Passion for ecommerce and helping merchants succeed

Our Investment in YOU!

• 💰 Competitive compensation that reflects your experience and skills
• 💼 Employer Paid Health & Dental Benefits - starting day 1! 
•  🌴 Competitive paid vacation days
• 🌱 Annual Health Benefit ($1,000 per year) to help you thrive!
• 🧠 Virtual mental health and EAP platform for support anytime
• 📈 Employee Options to help you grow with us!
• 🌍 Working remotely - anywhere in Canada 
• 🏡 Flexible work hours