Support Specialist at AfterShip

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

03 May, 26

Salary

85000.0

Posted On

02 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, SaaS, E-commerce, Customer Support, APIs, Webhooks, Ticket Management, Helpdesk Platforms, Communication, Analytical Skills, Problem Solving, Collaboration, Documentation, Automation, Customer Insights, Process Improvement

Industry

Software Development

Description

About Us AfterShip, a Great Place to Work Certified company, is transforming the global eCommerce landscape. Founded in 2012, AfterShip is a post-purchase SaaS company on a mission to build the world’s leading automation platform for ecommerce merchants. AfterShip unifies shipping & labels, order tracking, AI predictive delivery, and returns management into one system—giving merchants a single place to manage and automate everything that happens after checkout. By centralizing these workflows, AfterShip enables merchants to reduce customer support inquiries, deliver a more reliable and engaging customer experiences, and unlock incremental revenue at every post-purchase touchpoint. AfterShip integrates seamlessly with ecommerce platforms including Shopify and TikTok Shop, and connects with more than 1,200 carriers worldwide. Today, over 20,000 businesses—including Samsung, Gymshark, Vivino, Harry’s, Mous, and Rakuten—rely on AfterShip to turn every post-purchase moment into an opportunity to build trust, reduce costs, and drive repeat purchases. Built for a global market from day one, AfterShip operates with an engineering-driven, internationally distributed team. The company employs more than 450 people across 8 offices, spanning North America, Europe, and Asia, and representing over 20 cities worldwide. Your Mission: We succeed when our customers succeed and world-class support is a critical part of that promise at AfterShip. As a Support Specialist, your mission is to ensure our customers from fast-growing SMBs to global enterprise retailers receive timely, accurate, and empathetic technical support across AfterShip’s suite of products. You’ll play a key role in delivering high-quality post-purchase experiences by resolving customer issues efficiently while uncovering insights that help improve product quality and service delivery. You’ll collaborate closely within the Support team, and cross-functional partners across Product and Engineering to diagnose issues, investigate root causes, and share data-driven feedback that shapes product improvements and reduces friction in the user journey. You’ll also contribute to building scalable support processes through documentation, automation, and continuous improvement initiatives. This role offers hands-on exposure to modern SaaS platforms, complex system interactions, and cross-functional collaboration in a fast-paced, global environment while playing a direct role in delivering customer delight at scale. Due to the nature of this role, flexibility in working hours is required. The schedule operates on a four-week rotation, with shifts ranging from as early as 7:00 AM or ending as late as 10:00 PM. You will be expected to be in the office 2 times per week, located in downtown Toronto. What You’ll Do: Collaborate closely with other members of the Support team to deliver world-class customer support for AfterShip’s suite of products, serving a diverse customer base ranging from SMBs to Enterprise retailers on platforms like Etsy, Groupon Goods, Shopify, Amazon, etc. Provide real-time assistance through chat and ticketing platforms, ensuring timely, accurate, and empathetic responses to customer queries. Leverage data and customer insights to analyze recurring issues, proactively identify improvement areas, and share actionable recommendations with internal stakeholders. Partner with Product Management and Engineering teams to deliver quantitative feedback on customer pain points, helping to shape product roadmaps and reduce friction in the user journey. Contribute to knowledge base development, process automation, and continuous improvement initiatives that enhance the overall support experience. Explore how systems interact “under the hood” - digging into root causes, learning new technologies on the go, and sharing technical learnings with the wider team. Gain hands-on exposure to modern SaaS business models, scalable support operations, and cross-functional collaboration in a fast-paced, global environment. Foster a team-oriented culture while upholding AfterShip’s commitment to operational excellence and customer delight. Who We're Looking For: Experience: 2-4 years in Technical/Application Support within SaaS, e-commerce, or enterprise software environments. Education: Preferred computer science background (preferably B.Tech, M.Tech, BCA, MCA, B.Sc.-IT, M.Sc.-IT). Product Knowledge: Strong understanding of enterprise B2B SaaS products and customer lifecycle. Support Tools: Proficiency with at least one leading Ticket Management/Helpdesk platform like Freshdesk (preferred), Zendesk, Salesforce, ServiceNow, etc. Familiarity with CRM like HubSpot is a plus. Understanding of APIs, Webhooks and API Testing tools like Postman and Insomnia is preferred. Ability to read and understand code in at least one language, like Python, JavaScript, is a huge plus. Support Excellence: In-depth awareness of SLAs, KPIs (FRT, AHT, CSAT, backlog health), and best practices in delivering measurable customer outcomes. Communication: Exceptional written and verbal communication skills, with the ability to translate technical concepts into clear, customer-friendly explanations. Mindset: Analytical, curious, and proactive, adapt quickly to shifting priorities, learning quickly, and thrive in a dynamic, technology-driven environment. Technical Curiosity: A genuine spark for technology, with a strong interest in understanding how things work “under the hood” - from SaaS architectures and APIs to debugging workflows and system integrations. At AfterShip, we know great talent doesn’t always fit every requirement. If you’re passionate about our mission and believe you can make an impact, we encourage you to apply. Why You Should Join Us: Great Place to Work Certified: We’ve been recognized for our inclusive, values-driven culture that celebrates diversity and collaboration. Innovative & Inclusive Culture: Started by our software engineer-turned-CEO, AfterShip is built on curiosity, creativity, and collaboration. We’re a passionate, global team of problem solvers who put egos aside to innovate together. We take immense pride in fostering a culture that’s inclusive, which has allowed us to surround ourselves with the industry's most talented professionals. Ambitious Mission with Real Impact: Join us in transforming eCommerce by making buying and selling easier for everyone. It’s one of the most dynamic spaces in tech, with limitless opportunities to innovate and grow. Thrive & Grow: There’s no ceiling to what you can achieve or learn here. We’re committed to empowering your career while advancing together as a company. Flexible Work Setup: We’re a remote-first team, meaning by default that employees work from home or on a hybrid-flexible basis in our hub locations (i.e., Toronto, Austin, Barcelona). You’re empowered to choose a work setup that works best for you and your team. With flexible hours depending on your time zone, you’ll be able to have a schedule that fits your working style and the requirements of your role. Perks: Competitive compensation Remote-first/hybrid-flexible work setups Healthcare coverage offered from day 1 Retirement plans including company match Unlimited PTO Annual learning & wellness benefit Monthly book perk Career progression & professional development In-office lunch and commuter benefits for those located in our hub locations Salary range for this role: $60,000 - $85,000 CAD We are an equal opportunity employer and provide accommodations upon request throughout the recruitment process, in accordance with local legislation. Please let us know if you require any support, and we’ll work with you to meet your needs. We believe in hiring right over hiring fast. While timelines may vary, we’re looking to fill this role as soon as possible. Our hiring process uses AI to help with initial resume screening and to support interview note-taking. These tools help our team stay organized and fair, but all hiring decisions are made by people. This job posting is for a new position.

Responsibilities

As a Support Specialist, you will ensure customers receive timely and accurate technical support across AfterShip’s products. You will collaborate with the Support team and cross-functional partners to resolve customer issues and improve product quality.