App Support

About Retenzy

Retenzy is a Shopify loyalty and rewards application designed to help merchants increase customer retention and repeat purchases. The app has recently launched on the Shopify App Store, and we are now building a lean and efficient customer support system.

Job Overview

We are looking for a Shopify App Support Executive to handle merchant queries raised via tickets or email. This role does not require 24-hour online availability. Support is provided within a 24-hour response window.

Since the app is newly launched, the ticket volume is currently very low.

Average tickets. 10 to 25 per month

Ticket frequency. Low and non-continuous

Payment model. Per ticket basis

This role is ideal for freelancers or support professionals looking for low-volume, flexible work.

Key Responsibilities

Monitor and respond to Shopify app support tickets and queries.

Understand the merchant’s concern clearly before responding.

Resolve queries independently whenever possible.

If the issue is technical or requires development support:

Forward the ticket to the in-house technical team.

Inform the merchant via email that the issue has been escalated.

Clearly communicate that the technical team will review and respond.

Follow up with the technical team and update the merchant once a resolution is provided.

Maintain professional, clear, and timely communication at all times.

Support Workflow

Receive a ticket or query from a merchant.

Review and attempt to resolve the issue from your end.

If unresolved, escalate the issue to the internal technical team.

Inform the merchant via email that the concern has been forwarded.

Share updates once feedback or resolution is received from the technical team.

Work Hours and Availability

No requirement to stay online 24 hours.

Queries must be acknowledged and responded to within 24 hours.

Tickets are infrequent, especially in the initial phase.

Payment Structure

Payment is made per resolved ticket.

Ticket volume is low, so this role suits someone comfortable with flexible, light workloads.

Rates can be discussed and finalized based on experience.

Required Skills

Basic understanding of Shopify and Shopify apps.

Experience with customer support or ticket-based systems.

Good written communication skills in English.

Ability to understand technical issues and coordinate with developers.

Responsible and responsive attitude.

Nice to Have

Prior experience supporting Shopify apps.

Familiarity with email-based customer communication.

Experience working with startups or early-stage products.