Live Chat Support Agent - Part-Time, Long-Term Opportunity
About Elevate Elevate is an A/B testing platform for Shopify merchants. Our Shopify app lets merchants optimize their pricing, product pages, shipping thresholds, and checkout flows through data-driven experiments. Our platform is growing fast, and we're building a dedicated support team to match. The Role We're looking for a live chat support agent to be the first point of contact for our merchants. You'll handle incoming conversations via Crisp (our live chat tool), help merchants set up experiments, answer how-to questions, guide them through onboarding, and escalate technical issues to our engineering team when needed. This is a Tier 1 support role. You're not expected to debug code or fix bugs. You're expected to be knowledgeable about our product, communicate clearly, and make merchants feel supported. When something goes beyond your scope, you'll create a well-documented ticket for our dev team and keep the merchant updated until it's resolved.
What You'll Do
Day-to-Day - Respond to all incoming live chat conversations within 2 minutes during your shift - Answer product questions: how to create experiments, configure settings, interpret results, use the visual editor, set up price tests, shipping tests, and more - Guide new merchants through onboarding and their first experiment setup - Perform basic checks using our internal tools (verify experiment status, confirm selectors, check if an experiment is running correctly) - When an issue requires engineering intervention, create a detailed Jira ticket with all context and escalate through our defined process - Follow up with merchants after escalations are resolved to confirm the fix and close the loop - Tag and categorize every conversation for reporting - Participate in daily shift handoffs with your teammate What You Won't Do - Debug code, modify themes, or troubleshoot CSS/JavaScript - Process refunds, credits, or billing changes - Access backend databases or admin panels - Make promises about timelines for bug fixes Requirements - Excellent written English. You'll be communicating with merchants in the US, UK, Australia, and globally. Grammar, tone, and clarity matter. - Experience in live chat support for a SaaS product (1+ year preferred). If you've supported a Shopify app, that's a big plus. - Familiarity with Shopify. You don't need to be a developer, but you should understand the basics: what a Shopify store is, what themes are, how apps integrate, and what a product page looks like. - Comfortable learning a technical product. A/B testing involves concepts like statistical significance, selectors, conversion rates, and experiment design. We'll train you, but you need to be someone who picks up technical concepts quickly. - Reliable internet and a quiet work environment. This is a live chat role, so you need to be online and responsive during your entire shift. - Experience with Crisp, Intercom, Zendesk, or similar live chat tools. Nice to Have - Experience with A/B testing, CRO, or e-commerce optimization - Experience with Jira or similar project management tools - Experience creating support documentation or canned responses Schedule & Logistics We're hiring for two shifts. You can apply for either one, or both if your availability allows. Shift A: Evenings + Sunday (~15 hrs/week) - Sunday, 6:00 PM to 9:00 PM EDT - Monday to Thursday, 6:00 PM to 9:00 PM EDT - Rest days: Friday and Saturday Shift B: Overnight EDT (~20 hrs/week) - Tuesday to Friday, 12:00 AM to 4:30 AM EDT (4.5 hours each) - Saturday, 2:30 AM to 4:30 AM EDT (2 hours) - Rest days: Sunday and Monday Other Details - Fully remote, work from anywhere - Compensation: $5 to $12/hour depending on experience - 30-day trial period with clear evaluation criteria - Room to grow. As our support volume increases, there will be opportunities to take on more hours and expand your role within the team.
How to Apply
When submitting your application, please confirm which shift you're applying for (Shift A, Shift B, or both) and that the times work for your time zone on a consistent, long-term basis.