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Customer Success Specialist - Alia

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Dotdigital

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Location:
Canada

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Support e-commerce customers in getting set up and successfully using the platform day-to-day. Act as the first line of support for customer inquiries, helping troubleshoot issues, testing recommendations, strategy guidance, and ensure a smooth and successful ongoing experience.

Job Responsibility:

  • Serve as the first point of contact for customer inquiries via email, Slack, chat, and calls
  • Provide product guidance and troubleshoot platform issues, escalating technical problems when needed
  • Provide ongoing testing services and strategic recommendations to improve performance
  • Monitor customer usage and support trends to proactively identify and address potential issues
  • Document customer feedback and recurring issues to inform product improvements
  • Support with renewals and subscription-related requests
  • Maintain a strong understanding of e-commerce workflows, including order management and integrations
  • Assist with special projects as needed

Requirements:

  • 1–3 years of experience in customer support or customer success, ideally in SaaS or e-commerce
  • Strong communication and problem-solving skills
  • Ability to quickly learn software and clearly explain concepts to non-technical users
  • Experience with CRM or customer support tools: Slack, Intercom, Fin AI

Nice to have:

  • Familiarity with e-commerce platforms like Shopify
  • Experience working in a fast-paced SaaS environment

Additional Information:

Job Posted:
May 14, 2026

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