Merchant Support Representative

About the Role

As part of the Merchant Experience team, the Merchant Support Representative is the first human point of contact for both prospective and tenured merchants running their loyalty programs with Smile.

You will be expected to quickly handle a high volume of conversations, with a strong emphasis on ownership at first response, determining whether you can resolve the issue directly or whether it requires intentional escalation to another Smile team. This role is crucial to helping the company achieve review targets and, as such, we compensate for review generation.

As AI increasingly handles simple, transactional questions, this role focuses more heavily on higher-context conversations that require judgment, problem-solving, and a deeper understanding of both Smile and the Shopify ecosystem. This is an exciting time to join the team, as you will actively contribute to delivering feedback that will shape how human support and AI work together to...