Job Overview
Location
Ireland - Remote
Job Type
Full-time
Category
Customer Support
Date Posted
April 7, 2026
Full Job Description
📋 Description
- • Provide outstanding phone, email, and chat-based technical support to customers in a fast-paced 24x7 environment, with up to 7.5 hours of talk/chat time daily.
- • Deliver extraordinary support to a growing merchant base through exceptional customer service and problem-solving capabilities.
- • Develop solutions and utilize standard operating procedures to improve customer satisfaction and create lifelong brand promoters.
- • Communicate with management and developers to improve product functionality and resolve technical issues.
- • Decrease incoming support volume by striving for first contact resolution and proactively advising customers on eCommerce best practices.
- • Assist customers with billing, invoice, and account-related inquiries.
- • Utilize classroom, video, and self-paced training to stay current on product advancements and eCommerce best practices.
- • Display high levels of professionalism in recurring interactions with internal and external departments.
- • Work within a culture of excellence, demonstrating dedication to the company’s mission and team collaboration.
- • Apply critical thinking and soft skills to guide customers toward success using thoughtful, situation-appropriate solutions.
- • Collaborate as a team player, willing to help and seek help from peers in a high-performance technical support environment.
- • Communicate effectively with frustrated or upset customers, deescalating situations without taking issues personally.
- • Possess the ability to read or edit at least one web language (HTML, CSS, JavaScript, jQuery, etc.) and understand basic data structures.
- • Maintain flexibility for shift work and occasional overtime in a 24x7x365 operational environment.
🎯 Requirements
- • Experience in a customer-facing, service-oriented role is required.
- • Experience in phone, email, or chat-based technical support or customer service contact center is preferred.
- • Exceptional ability to utilize self-service resources (internal guides, Google-fu, external service portals) to find solutions is required.
- • Strong aptitude toward various web, eCommerce, and hosting technologies and how they work together.
- • Exceptional written and verbal communication skills; ability to communicate effectively and deescalate frustrated customers.
- • Ability to read or edit within at least one web language (HTML, CSS, Javascript, Jquery, etc.), as well as a basic understanding of data structures, is preferred.
- • Must be flexible to shift work and occasional overtime in a 24x7x365 environment.
🏖️ Benefits
- • Opportunity to work in a fast-paced, innovative environment at the forefront of the Agentic Commerce Era.
- • Access to classroom, video, and self-paced training to stay ahead of product advancements and eCommerce best practices.
- • Work with a team of bold builders, sharp thinkers, and technical trailblazers shaping the future of commerce.
- • Inclusive and belonging-focused culture that values unique histories, perspectives, and abilities.
- • Reasonable accommodations provided for individuals with disabilities to participate in the interview process and perform essential job functions.
- • Remote work flexibility based in Ireland with a global, distributed team.
Skills & Technologies
About BigCommerce Pty. Ltd.
BigCommerce is a leading open SaaS e-commerce platform that empowers businesses of all sizes to create, sell, and market online. It provides a comprehensive suite of tools for building and managing online stores, including website design, product management, order fulfillment, and marketing automation. The platform is known for its scalability, flexibility, and robust features, catering to a wide range of industries and business models. BigCommerce enables merchants to reach customers across various channels, such as social media, marketplaces, and their own branded websites, driving growth and enhancing the customer experience in the competitive e-commerce landscape.
Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.
Newsletter
Weekly remote jobs and featured talent.
No spam. Only curated remote roles and product updates. You can unsubscribe anytime.
