Merchant Support
Merchant Success Expert
Bird is a technical product. When a merchant writes in, they're usually describing a symptom. The cause could be somewhere in their Shopify configuration, theme, checkout, locations, rates, integrations, or Bird itself. Figuring out what's actually happening is the job.
This is not a traditional support role where you work through a queue and follow predefined answers. You'll learn Bird deeply, investigate real merchant problems, explain what's happening, and follow the issue through until there's a real answer. You'll also work closely with Product and Engineering when something needs to change.
What you'll own
- Help merchants configure and troubleshoot Bird across pickup, delivery, scheduling, rates, locations, time slots, and integrations.
- Understand the problem behind the question. What the merchant asks is not always what they actually need solved.
- Investigate before escalating. Reproduce problems and narrow them down to configuration, Bird, Shopify, or another system.
- Dig into the details. Use Shopify Admin, themes, checkout behaviour, browser tools, screenshots, recordings, logs, and other available information to find the cause.
- Explain technical problems clearly to merchants and technical teams.
- Give Engineering something they can act on. When you find a bug, provide clear steps to reproduce it, the relevant store or order, what should happen, and what actually happened.
- Follow issues through. Passing something to Engineering is the middle of the job, not the end of it. Test fixes and make sure the merchant gets a proper answer.
- Learn the product deeply, including the parts nobody asks about until something breaks.
- Spot patterns. When the same problem keeps coming back, raise it. It may be a product problem, a workflow problem, or a documentation problem.
- Help improve Bird. Share merchant feedback, test new features and edge cases, and identify gaps in the merchant experience.
- Reply quickly and accurately. Merchants are often blocked when they contact us.
What we're looking for
- 2–5 years of experience in merchant success, technical support, product support, SaaS, ecommerce, Shopify, or a similar role.
- Excellent written English. Clear, professional, warm, and to the point.
- Strong problem-solving skills. You can take a vague report and narrow it down to a specific cause.
- Technical curiosity. You want to understand why something broke, not just make the ticket disappear.
- Strong attention to detail. A timezone, postcode format, location setting, or configuration difference can be the entire reason something fails.
- You learn software quickly and are comfortable exploring settings and tools you haven't been shown before.
- You investigate before escalating. If you don't know something, you try to figure it out first.
- You take responsibility for the outcome, not just your part of the process.
- You stay calm and methodical when things are broken, even when the merchant on the other side is frustrated.
- You communicate clearly with both technical and non-technical people.
- You notice recurring problems and turn them into useful product feedback.
- You can work independently without needing detailed instructions for every task.
We care more about how you think, investigate, and solve problems than the exact number of years on your resume.
Technical skills
You don't need to be a developer.
You do need to be comfortable getting technical enough to understand what is happening, why it is happening, and what should happen next.
Experience with the following is useful:
- Shopify Admin and the Shopify ecosystem
- Shopify themes and Liquid
- Basic HTML, CSS, and JavaScript
- Browser developer tools
- APIs and third-party integrations
- Support or communication tools such as Crisp, Intercom, Zendesk, Gorgias, or Help Scout
You don't need to know all of these. Curiosity and the ability to figure things out matter more than a checklist.
How you'll work
Bird is a small, flat team. You'll have autonomy and be expected to use it.
We care about solving problems, not closing tickets.
You'll work closely with Product and Engineering rather than operating in a separate support silo. If you see a recurring problem, raise it. If you don't know something, figure it out.
Work setup
- Full-time
- Remote
- India-based candidates preferred
- 6-day working week, with one weekly day off
- Rotational shifts, changing every 3 months
- Rotations may include day, evening, and night shifts
- Weekend coverage may be required depending on the assigned rotation
- Working hours support merchants across North America, Europe, Australia, and other regions
- Immediate joiners preferred
This might not be the right role for you
If you're looking for a predictable queue, approved replies, and a clear line where your responsibility ends, this role will probably frustrate you.
The merchant's problem stays yours until it is genuinely understood and resolved, even when the actual fix belongs to someone else.
You may not enjoy this role if you:
- Need detailed instructions for every task.
- Prefer repetitive tickets over investigation.
- Escalate issues without first trying to understand them.
- Don't enjoy getting into technical details.
- Prefer to stay strictly within a predefined job description.
- Wait for someone else to solve your blockers.
- See your responsibility as finished once you've passed the issue to someone else.
If you enjoy understanding how products work, solving real merchant problems, and making the product better rather than simply moving tickets from one queue to another, we'd like to hear from you.
How we hire for this role
- 01
Application
A person reads every application. If we think there could be a fit, we'll reach out for the next step.
- 02
Initial conversation
About 45 minutes on how you work, how you handle a problem you cannot immediately solve, and what you want to be good at.
- 03
Technical round
We hand you a real merchant problem and a test store. You investigate it and write the reply you would send. We read how you narrowed it down as closely as we read the reply.
- 04
Cultural round
A conversation about how you work, communicate, take ownership, handle feedback, and work with a small team.
- 05
Conversation with the founder
Scope, standards, how we work, compensation. Bring hard questions.
- 06
Offer
Usually within a few days of the last conversation.
Practical ability counts for more with us than a polished interview. If you think clearly but interview badly, the exercise is where that shows, and it is the part we weigh most.
Apply
Apply for Merchant Success Expert
Short on purpose. The two written answers are the part we actually read closely, so give them the time and skip the cover-letter voice.