Customer Support Specialist – Evening / Overnight Shift

We’re Hiring: Customer Support

Love helping people, solving problems, and figuring out how things work? You might be exactly who we’re looking for. 👋

At Astral, we build Shopify apps used by merchants around the world and we’re growing our Customer Support team!

We’re looking for friendly, curious, and dependable Customer Support Specialists to join us remotely for evening and overnight shifts.

This isn't just about answering chats. You'll help real merchants solve problems, get the most out of our products, and have a direct impact on their experience with Astral.

What will you be doing?

• Chat with merchants and respond to their questions via live chat and email
• Understand what’s going wrong and guide customers with simple, clear solutions
• Help merchants set up and get the most out of Astral’s Shopify apps
• Troubleshoot app, browser, theme, order, discount, and configuration issues
• Reproduce issues and collect screenshots, steps, and other useful details
• Work closely with our product and engineering teams when something needs a deeper look
• Escalate bugs and urgent issues with all the right context
• Follow up with merchants and make sure their issue actually gets resolved
• Keep support notes and help documentation clear and up to date
• Provide smooth handoffs between shifts so customers never feel like they're starting from scratch
• When the moment is right, invite happy merchants to share their honest feedback

You’ll be a great fit if you...

• Communicate confidently in written and spoken English
• Can explain things clearly without making them complicated
• Stay patient and composed, even when a customer is frustrated
• Enjoy investigating problems and finding solutions
• Have good attention to detail
• Are comfortable learning new software and browser-based tools
• Can work independently while knowing when to ask for help
• Have reliable internet and a comfortable remote workspace
• Are available for an assigned evening or overnight shift
• Speaking Hindi is a plus!

Experience with Shopify, SaaS, ecommerce, live chat, email support, or technical support is great to have but it isn't everything.We care more about how well you communicate, how you approach problems, and how quickly you're willing to learn.

What’s in it for you?

• Competitive payscale, depending on your experience, skills, and assigned shift
• 100% remote
• Performance incentives based on support quality and customer feedback goals
• Hands-on training with Shopify and ecommerce products

👋 Interested?

If you enjoy talking to people, love solving problems, and want to build your career in the Shopify and ecommerce ecosystem, we’d love to hear from you.

Come help us make every merchant interaction a great one. ✨