Customer Experience Specialist

About The Role

As a Customer Experience Specialist for OptiCat’s eCommerce SaaS platform, you will provide advanced technical and operational support to our clients. You’ll be the go-to expert for complex issues, bridging the gap between customers and our internal product, engineering, and support teams. Your work ensures our clients get the most out of our platform — enhancing their workflows, solving problems quickly, and building long-term relationships.

Key Responsibilities

Primary Focus

• Troubleshoot and resolve escalated Tier 1 support cases, especially technical and integration-related challenges.
• Act as a subject matter expert on platform functionality, advising eCommerce clients on best practices.
• Validate accuracy of development efforts as compared with stated requirements

Daily Tasks

• Respond to client tickets via HubSpot, Wrike, and Trello.
• Manage complex issues involving APIs, workflows, payments, and system integrations.
• Update the knowledge base and assist Tier 1 support when needed.
• Test software to ensure the accuracy of development efforts.
• Provide 2 hours/week support for TecCom calls.

Goals & Objectives

• Meet SLA compliance for all assigned cases.
• Resolve escalated tickets quickly and effectively.
• Increase customer satisfaction and product adoption.
• Ensure error free software releases.

Collaboration & Reporting

• Document all cases in CRM/helpdesk systems.
• Analyze usage and feedback trends to support product and support team improvements.
• Escalate unresolved issues to engineering and recommend feature enhancements based on client needs.
• Record any bugs or errors found in testing and follow up to ensure accuracy of software fixes.

Additional Contributions

• Mentor Tier 1 team members through knowledge sharing.
• Deliver high-touch  support, including training for workflow optimization.
• Contribute to continuous improvement by refining documentation and processes.

Your Profile

Education

·       Bachelor’s degree in Business, IT, or related field (or equivalent experience) preferred but not required.

Experience

• 3+ years in customer support, including at least 1 year in Tier 2 or technical SaaS/eCommerce support.
• Experience with eCommerce platforms (Shopify, BigCommerce, Magento) and APIs.
• Familiarity with CRM/helpdesk systems (HubSpot, Wrike, Trello, Azure).
• Strong skills in Excel (advanced), with optional experience in SQL, HTML/CSS, JavaScript, and Google Analytics.
• Proven ability to translate technical issues into clear, client-friendly communication.

Skills & Tools

• Digital Tools: HubSpot, Wrike, Trello, eCommerce SaaS platforms.
• Data Management: Advanced Excel, basic SQL preferred.
• Methodologies: Helpdesk ticket management, product feedback cycles.
• Other: Google Analytics, web technologies (HTML, CSS, JavaScript).

Benefits:

• Fully Remote – work from anywhere within the United States or Canada
• Comprehensive Health Benefits – supporting your physical and mental well-being
• Competitive Salary – based on experience and market benchmarks
• Company-Provided Equipment – everything you need to succeed from day one

Culture:

At TecAlliance, we believe that people do their best work when they feel valued, trusted, and part of a supportive team.

• Our Values in Action – We live ownership, cooperation, entrepreneurial thinking, and self-reflection, working together as ONE team.
• A Team That Celebrates Together – From project wins to personal milestones, we believe there’s always something worth celebrating.
• Come As You Are – Whether you’re a T-shirt person or a button-up enthusiast, we value authenticity over dress codes.
• Professional but Human – In customer-facing roles, you’re the face of TecAlliance. We expect professionalism, but we trust your judgment on when to add personality, humor, and warmth - because customers remember how you made them feel.
• Your Voice Matters – You’ll help shape our value-driven culture and agile transformation. We’re curious, collaborative, and ready to tackle challenges together.