Product Support Engineer
About Loop
Loop is a subscription management platform built for e-commerce brands on Shopify. Our primary market is the US, with growing presence in Europe and ANZ.
We are scaling rapidly, driven by a strong product and exceptional merchant experience. We achieved ~3x growth in 2024, followed by nearly 3x growth again in 2025. Looking ahead, we are building the team and foundation to drive another 2x growth in 2026 as we accelerate toward our $50M goal.
Our DNA
- High Agency — action over instruction
- High Ethics — trust is the foundation
- Positive Attitude — solutions over excuses
- Impact-Driven — if it doesn't move the needle, it doesn't matter
About the Role
Experience: 1–5 years
You will deliver exceptional customer experiences through chat, email, and Slack. You'll resolve product-related queries, troubleshoot technical issues, and ensure high CSAT scores by providing timely, empathetic, and accurate support. This role involves collaborating with internal teams, spotting process gaps, and staying updated on product improvements to drive efficiency and customer satisfaction.
Key Responsibilities
- Resolve product-related queries using chat-based software and manage merchant issues on Slack
- Own Customer Satisfaction (CSAT) by delivering timely, empathetic, and accurate resolutions
- Proactively identify and resolve process issues to improve support efficiency
- Meet quality standards, KPIs, and KRAs consistently across all support channels (email, chat, Slack, video)
- Provide technical troubleshooting and product expertise for Shopify/Loop Subscriptions, using internal documentation and staying updated on product changes
- Identify trends and report missing documentation to relevant teams
- Address outages or critical issues quickly, ensuring timely communication with engineers and managers
- Provide outbound video support as requested
Ideal Profile
- Minimum 1–5 years of experience in customer support or a related customer-facing role
- Understanding of JavaScript, HTML, and CSS
- Initiative-focused mindset with a self-driven approach
- Strong problem-solving skills and attention to detail
- Strong communication skills, both written and verbal
- Bachelor's degree in a technology-related field
- Experience in the SaaS industry
Good to Have
- Experience in the e-commerce industry
- Exposure to startup environments and flexibility to adapt quickly
What Loop Offers
- ESOPs for top performers — own a piece of what you build
- Competitive annual appraisals with real, performance-linked hikes
- Comprehensive health insurance for you and your family
- Mental health and wellness support, anytime
- Daily meals covered — breakfast and lunch every working day
- Cab facility for late nights and early mornings
- Annual company retreat
- A warm, ambitious, honest team that wants each other to win
- Immense growth — 3× in 2024, targeting 2× in 2025, building to $50M ARR