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Technical Customer Support Agent

AutoDS LTD

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Be the face and voice of AutoDS to thousands of online sellers worldwide. Every chat you answer and every ticket you close directly impacts the success of entrepreneurs who rely on our platform to run their e-commerce businesses. You will turn frustrated users into loyal advocates by combining technical expertise with genuine empathy.
• Own the full lifecycle of support interactions from first message to resolution. You will triage incoming chats and tickets, diagnose root causes, and deliver clear, step-by-step solutions that empower users to solve similar issues on their own in the future. Your documentation will become the gold standard for the team.
• Master the AutoDS platform inside and out. You will spend dedicated time each week exploring new features, testing edge cases, and collaborating with Product and Engineering to understand upcoming releases. When a user asks about automating price monitoring for 10,000 SKUs or troubleshooting an API integration, you will speak with the confidence of an internal expert.
• Build trust through transparent, human communication. You will adapt your tone to match each customer—whether it’s a first-time dropshipper who needs patient guidance or a power user seeking advanced automation tips. By actively listening and asking clarifying questions, you will uncover the real problem behind the symptoms.
• Turn complaints into opportunities. When a shipment fails or a listing goes down, you will remain calm under pressure, provide realistic timelines, and offer creative work-arounds. Your follow-up messages will show customers that AutoDS cares long after the chat window closes.
• Influence the product roadmap with user feedback. You will tag and categorize every ticket to identify patterns, then present data-driven insights to Product and Engineering. Your voice will shape the next generation of AutoDS tools, ensuring we build what sellers actually need.
• Collaborate across time zones in a fully remote, async-first culture. You will pair with teammates in Europe, Asia, and the Americas to maintain 24/7 coverage, share knowledge in Notion and Slack, and participate in weekly “voice of the customer” sessions.
• Grow your career in a company recently acquired by Fiverr. You will have clear paths to Senior Support Agent, Team Lead, or Product Support Specialist, supported by monthly 1:1s, external training budgets, and internal mentorship programs.
• Work at the intersection of e-commerce, SaaS, and AI. You will troubleshoot Chrome extensions, REST APIs, Shopify integrations, and AI-powered repricers—gaining skills that are highly transferable across the tech industry.

🎯 Requirements

• Proven experience in a technical customer support role for a SaaS or e-commerce platform
• Demonstrated ability to diagnose and resolve issues related to APIs, browser extensions, or third-party integrations
• Exceptional written English with the ability to explain complex technical steps in simple, friendly language
• Comfortable working in a fully remote environment across multiple time zones; reliable high-speed internet and a distraction-free workspace
• Nice-to-have: familiarity with dropshipping, Shopify, WooCommerce, or similar e-commerce ecosystems

🏖️ Benefits

• 100 % remote work with flexible hours—you choose when you start and end your day
• Competitive base salary plus quarterly performance bonuses tied to customer satisfaction scores
• Annual learning stipend of $1,500 for courses, conferences, or certifications
• Home-office setup grant: latest MacBook or Windows laptop, noise-canceling headset, and ergonomic chair

Skills & Technologies

Remote

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AutoDS LTD

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About AutoDS LTD

AutoDS is an Israeli e-commerce automation platform that helps online sellers manage dropshipping businesses across Shopify, eBay, and Facebook Marketplace. It offers product research, automatic order fulfillment, price and stock monitoring, and tracking updates, aiming to reduce manual tasks and increase profit margins for resellers worldwide.

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