Customer Support Specialist - Alia
About Alia
Alia is redefining how eCommerce brands turn website visitors into customers. Built exclusively for Shopify, Alia's AI-powered popups combine intelligent targeting, real-time optimisation, and beautifully designed experiences to drive industry-leading opt-in rates and revenue growth.
Trusted by thousands of high-growth brands, Alia helps merchants capture high-quality email and SMS subscribers, unlock zero-party data, and deliver more personalised customer journeys from the very first interaction.
The Role
We work with high-growth ecommerce brands across various platforms, and our support is a huge part of our success. We're hiring a Customer Support Specialist in ET hours to be the first person a merchant or agency talks to — the one who turns concern into an opportunity to deliver world-class support.
Day to day, that means:
Troubleshooting issues and answering product questions with clarity and care
Getting hands-on in the Alia editor, building, adjusting, and fixing popups alongside merchants
Enabling and consulting on best practice, so merchants set up popups and run tests that genuinely grow their lists and revenue
Partnering with Customer Success, Product, and our Technical Support teams to resolve concerns quickly, looping in the right people for the right scenarios
Spotting patterns in what merchants ask, and turning them into better docs, smoother processes, and sharper product feedback
The bar is simple: leave every interaction better than you found it. That standard of support has become one of Alia's signatures, and this seat is where a lot of it happens.
Who Thrives in This Seat
You've spent time in startup SaaS or ecommerce support, a year or more, ideally close to ecommerce merchants — Shopify experience is a must. Intercom and Slack feel like home. You're a problem-solver who genuinely cares whether a merchant walks away better off.
What You Bring
A year or more in SaaS or ecommerce customer support, ideally supporting ecommerce merchants (Shopify or another platform)
Comfort in Intercom (or Zendesk, or a similar platform) and Slack
Clear, kind written English communication and very sharp attention to detail
Energy for a fast-changing environment, and the organisation skills to stay on top of it
Real pride in the kind of support that makes merchants tell their friends
Nice to Have
Enough HTML or CSS to read it without breaking a sweat
A feel for design, WYSIWYG editor experience, and ecommerce marketing best practice
Familiarity with Klaviyo, Attentive, Yotpo, Mailchimp, or similar platforms
Why Alia?
The upside of a rapid-growth company is that the pace brings variety, and your impact is outsized and visible. Great work gets noticed here, and everyone contributes directly to the company and the team rather than being a cog in a machine.
This Probably Isn't Your Role If
You're happiest somewhere slow and settled — we change quickly, and that's the fun of it
You'd rather coordinate or manage than spend your days close to merchants
You want a product you can fully master in a week — Alia is broad and always evolving
The Details
Fully remote with ET hours. We are only able to hire in the following locations: Costa Rica, Poland, South Africa, or Honduras. Some rotating weekend/holiday coverage is required.
If leaving merchants better off sounds like your kind of work, we'd love to hear from you.