Tapcart is the leading mobile app platform for the world’s fastest-growing Shopify brands. We help marketers and eCommerce teams strengthen their brands and create differentiated customer experiences through a direct mobile channel.
Our platform powers mobile shopping for over 50 million consumers and processes more than $8 billion in revenue annually. Brands like Béis, Grove Collaborative, and Ruggable trust Tapcart to turn mobile traffic into high-retention, high-growth relationships — with mobile apps launched in hours, not months.
THE ROLE
We’re looking for a Technical Support Analyst who thrives on solving complex problems and delivering exceptional customer experiences, especially in the fast-paced world of mobile commerce. In this role, you’ll support innovative mobile apps built for Shopify brands, acting as the first line of defense for technical inquiries across email, Intercom, and Slack.You’ll work directly with merchants and partners to gather detailed technical information, reproduce issues, and guide them toward resolution.
Your work will empower some of the most forward-thinking Shopify brands to deliver world-class mobile experiences to their customers.You’ll also play a pivotal role in connecting the dots between our users and product teams. Whether it’s jumping on a call to collect deeper context, validating bugs alongside our Customer Success team, or documenting issues with clarity in tools like JIRA, you’ll ensure nothing gets lost in translation.Your insights will directly influence how our engineering and product teams prioritize fixes and feature improvements. By joining our team, you’ll help shape the support experience for a growing portfolio of Shopify mobile apps and contribute meaningfully to the reliability, performance, and evolution of our platform.
HOW YOU WILL MAKE AN IMPACT
- Serve as the go-to technical expert for our customers by providing clear, insightful guidance and solutions that help them navigate challenges and get the most out of the Tapcart platform.
- Understand our customers’ goals and workflows to deliver clear, actionable instructions that align with their business objectives and drive value.
- Build and maintain deep expertise in Tapcart, Shopify, and key ecosystem technologies to effectively support a wide range of technical scenarios.
- Lead with responsiveness by ensuring fast, high-quality support across our technical channels, including email and Intercom.
- Partner with Customer Success to investigate, troubleshoot, and resolve technical issues reported by users, helping to ensure a seamless customer experience.
- Own the validation and documentation of bugs by replicating issues, logging defects in JIRA, and clearly communicating technical findings to internal teams.
- Escalate high-priority issues to the right stakeholders and advocate for urgent fixes that minimize customer impact and maximize platform reliability.
- Support AI training initiatives by contributing to TapAI’s knowledge base, enabling it to handle common issues autonomously and effectively.
- Collaborate cross-functionally with Customer Success and R&D to prioritize bugs and contribute to roadmap planning by presenting findings and resolution strategies.
WHAT SKILLS YOU’LL NEED
- 3+ years of experience in Customer Success, Account Management, or E-commerce Consulting, ideally within a SaaS or mobile commerce company.
- Experience working with Shopify merchants, e-commerce brands, or direct-to-consumer businesses to drive growth and retention.
- Strong knowledge of the defect resolution process and where it fits into standard SDLC frameworks.
- Ability to quickly learn and adapt to Tapcart’s evolving platform to confidently walk customers through demos, educate them on upcoming features, troubleshoot issues, and collaborate with Support to resolve technical challenges.
- Comfortable engaging with customers across multiple channels, including email, Intercom, Slack, and live video calls.
- Experience using CRM platforms like Salesforce, Gainsight, or Planhat, along with proficiency in tracking key customer success metrics.
- Experience using JIRA, Intercom, and Slack.
BONUS IF YOU HAVE:
- Experience working at a Shopify technology partner company.
- Experience selling, managing, or troubleshooting e-commerce solutions in a SaaS environment.
- Experience in understanding or writing React JS, React Native, HTML, and CSS.
- Experience with software testing frameworks.
SALARY RANGE: $90,000-$100,000 + bonusThis position is not eligible for visa transfer or sponsorship.This position is remote eligible in the following states: AL, AZ, CA, CO, FL, GA, IL, MA, ME, MI, NV, NJ, NY, NC, OH, OR, TN, TX, UT, VA, WA
TAPCART PERKS AND BENEFITS:
- 💰 Financial Wellness
- 401(k) plan and equity grants for all full-time employees — because we grow together
- Competitive compensation with room to grow
- 🏥 Health & Wellbeing
- Affordable, high-quality medical, dental, and vision coverage
- Mental health support via Headspace and Talkspace, ensuring your whole self is supported
- 🛋 Flexibility & Time Off
- Flexible PTO policy — take the time you need to rest and recharge
- 11 paid company holidays
- Work remotely
- 🛒 Work-Life Balance with a Tapcart Twist
- One-time home office setup stipend to get you started
- Recurring merchant shopping stipend so you can experience the magic of Tapcart like our customers do
WHY JOIN TAPCART?
We’re a Santa Monica-based tech company with the energy of a startup and the momentum of a market leader 🏖. At Tapcart, we believe building great products starts with building an environment where passionate people can thrive.Since our $50M Series B in 2021, we’ve continued scaling our platform and our community of merchants. Backed by world-class investors and trusted by leading eCommerce brands, we’re on a mission to redefine mobile shopping — and we’re just getting started.
- Check out what our customers are saying.
Learn more about who we are and what we offer on ourCareers page.
Recruitment Disclaimer:
Please be aware that Tapcart, Inc. (“Tapcart”) and our official professional recruiting agencies and platforms do not:
- Send job offers from free services like Gmail, Yahoo, Hotmail, Whatsapp, etc.
- Request money, fees, or payment of any kind from prospective candidates to apply to Tapcart, for employment, or for the recruitment process (e.g. for home office supplies, or training, etc.).
- Request or require personal documents like bank account details, tax forms, or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Tapcart.
You may see all job vacancies on our official Tapcart channels:
- Official Tapcart website, Careers page: https://www.tapcart.com/careers
- Official LinkedIn Jobs page: https://www.linkedin.com/company/tapcart/jobs/
Compensation Range: $90K - $100K
