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