Customer Support Specialist

Customer Support Specialist – SaaS / eCommerce

Chipply is looking for a Customer Support Specialist to help our growing customer base get the most from our web store platform. In this entry-level role, you’ll be the first person customers turn to when they need help—and you’ll own their issue from first contact through resolution.

Most customer support happens live over the phone, with additional support through email and chat. You’ll troubleshoot platform, store setup, and order issues in real time, guide customers through the Chipply platform, and collaborate with Account Management, Product, and Engineering to solve problems at the source.

What You’ll Do

• Own inbound customer issues from first contact through resolution across phone, email, and chat, with a bias toward solving problems live rather than handing them off.
• Diagnose platform, store setup, and order issues by asking good questions, reproducing what the customer is seeing, and working through problems in real time.
• Guide dealers through Chipply’s platform, including store builds, product setup, order management, and reporting.
• Escalate issues to Product and Engineering with clear, well-documented details when needed, while remaining the customer’s point of contact until the issue is closed.
• Recognize patterns across customer conversations and surface recurring issues, friction points, and product gaps to the appropriate teams.
• Maintain accurate and complete records of customer interactions and resolutions in the company CRM and support tools.
• Contribute to help documentation, internal knowledge base articles, and support processes as the team and platform grow.
• Partner with Account Management to flag at-risk accounts and adoption opportunities identified during customer support conversations.

What We’re Looking For

• Bachelor’s degree or equivalent professional experience.
• One to two years of professional customer service, support, or client-facing experience. Internships and relevant part-time work count.
• Exposure to a technology, SaaS, or eCommerce product is a strong plus.
• Comfort working live with customers over the phone, including walking through unfamiliar problems in the moment.
• Demonstrated curiosity and creative problem-solving skills, including the willingness to dig into an issue you have not seen before and work it through to resolution.
• Interest in or exposure to the custom apparel, team dealer, sports, or promotional products market is a plus.

Growth Opportunity

Chipply is growing quickly, and this position is designed as an entry point rather than an endpoint.

Customer Support Specialists develop deep platform expertise and direct customer insight—the foundation for advancement into senior support, account management, implementation, product, or operations roles as the team scales.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Paid parental leave
• 401(k) with employer match
• 2 Day Work from Home Policy

Additional Requirements

Minimal travel. Occasional attendance at company or industry events.

Job Type

Full-time

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Education:

• High school or equivalent (Preferred)

Work Location: In person