Shopify Theme Support Specialist

Switch Themes creates premium, exclusive themes for Shopify's official theme store. Our designs empower merchants to build beautiful, high-converting online stores.

The Role
We're seeking a Shopify Theme Support Specialist to join our team on a casual basis (10-20 hours weekly). This fully remote position requires availability from 6:00 AM to 3:00 PM UTC+0 daily. We welcome candidates worldwide who can reliably cover these hours.

Your day-to-day work will centre around helping merchants successfully implement and utilise our themes. Working through our email ticket system, you'll address queries on a first-come, first-served basis, focusing on theme setup, configuration challenges, and troubleshooting functionality issues. You'll frequently resolve conflicts between our themes and third-party apps, and guide merchants through proper theme settings and best practices.

A typical day involves diagnosing why certain features aren't working as expected, explaining how to configure theme settings for optimal results properly, and sharing knowledge that helps merchants get the most from their online stores.

Your Responsibilities

• Provide exceptional support to merchants via email, helping them maximise the potential of our themes
• Document customer questions, feature requests, and bug reports with attention to detail
• Develop expert knowledge of our theme offerings to recommend optimal solutions
• Create and maintain helpful documentation in our Help Scout knowledge base
• Assist merchants with HTML/CSS customisations to achieve their design goals
• Work and communicate with our support lead and technical support team to manage our ticket queue
  

Required Qualifications

• Experience working with the Shopify platform and ecosystem
• Strong HTML/CSS knowledge and basic JavaScript understanding
• Excellent written communication with a warm, helpful, and solution-oriented approach
• High level of English fluency (written and spoken)
• Self-motivated with strong problem-solving abilities
  

Preferred Qualifications

• Experience developing for Shopify themes or liquid templating
• Advanced front-end development skills (HTML, CSS, and JavaScript)
• Previous customer support experience
• Familiarity with e-commerce best practices