Remote Customer Success Associate (Technical Based Only)

Remote Customer Success Associate (Technical Based Only)GemCommerce is seeking an experienced Customer Success Associate to join its growing team. This full-time remote role focuses on providing technical support to corporate customers worldwide, ensuring ticket resolution, customer satisfaction, and seamless product usage.Job Title: Remote Customer Success Associate (Technical Based Only)Company: GemCommerceSalary: Up to ?992,400.50 per month (negotiable)Contract Type: Full-TimeHours: Night shifts (UTC+7):Sunday–Thursday, 9:00 PM–6:00 AMTuesday–Saturday, 9:00 PM–6:00 AMDepartment: Customer Success / Technical SupportAbout the CompanyGemCommerce is a fast-growing SaaS and e-commerce solutions provider, helping businesses worldwide optimize their online presence. With a focus on innovation, customer-centricity, and agile workflows, GemCommerce empowers its teams to deliver world-class products and services in a collaborative environment.Role OverviewThe Customer Success Associate will provide technical support to customers via live chat, troubleshoot product-related issues, and conduct technical walkthroughs. The role requires strong technical knowledge, excellent communication skills, and the ability to manage customer relationships effectively.Key ResponsibilitiesAddress customer inquiries and issues, escalating complex cases as neededDiagnose, troubleshoot, and resolve technical issues via live chatConduct technical walkthroughs and demos to assist customers in product usageDocument case information and update the Product Knowledge BaseIdentify upselling or cross-selling opportunities based on customer needsCollaborate with internal teams to improve customer satisfaction and retentionRequired Skills and ExperienceEnglish proficiency at C1 level (CEFR) or IELTS 7.0 equivalentMinimum 1+ years' experience with Shopify, HTML & CSS, UI/UX, or page builder tools in SaaS/e-commerceStrong customer success mindset and ability to handle critical situations calmlyExcellent interpersonal skills and ability to build relationships across diverse personalitiesAbility to evaluate, troubleshoot, replicate, and document customer issuesBackground as a product designer, web designer, or web developer (customer support experience not required)What We OfferSalary up to ?992,400.50 per month (negotiable)Professional training in product and customer success skillsetsRemote work flexibilityOpportunity to work directly with international customers and colleaguesCollaborative and supportive environment with young, passionate colleaguesClear and scientific Agile framework across company workflowsCareer growth in one of the fastest-growing industriesGemCommerce is committed to diversity, inclusion, and equal opportunity. Applications are welcomed from all qualified candidates regardless of background.Not specified. Early applications are encouraged due to high interest in this position.J-18808-Ljbffr