Customer Support Specialist

Keeyu are building the AI Agent that detects and fixes fulfilment issues before a customer ever needs to ask, "Where's my order?"

Whether it's a stockout, payment failure, or delivery delay, Keeyu plugs into the systems brands already use and resolves the problem at the source — automatically. This means fewer support tickets, faster resolutions, and smoother operations for CX and ops teams.

We're defining a new category: Proactive E-commerce Operations.

We're backed by Rampersand, Archangel, Startmate, and Empress Capital, and trusted by brands like Rebel Sport, Camilla, Helly Hansen and Decjuba.

If you believe the best customer experience is when nothing goes wrong — and you're passionate about AI that actually works behind the scenes — you'll feel at home here.

What You'll Do?

As our first Support Specialist, you'll own the post-sale experience — getting customers live fast and keeping them successful.

You'll bridge Product, Engineering, and customers — driving rapid go-lives and solving issues across the full eCommerce stack: storefront to delivery.

Customer Onboarding

• Own onboarding end-to-end — from deal close to successful go-live
• Deliver async onboarding — checklists, walkthroughs, video recordings
• Coordinate internal teams — ensure fast, smooth deployment
• Identify blockers early — keep customers informed and moving
• Drive friction-free onboarding — every customer live with minimal effort

First-Line Support

• Handle all inbound issues — operational and technical
• Triage and escalate — document clearly, route correctly
• Close the loop — keep customers informed, reduce response times

Integration Support

• Validate integration data — store prefixes, fulfilment logic, returns platforms
• Track setup progress — remove blockers, maintain momentum
• Understand data flows — know what to check when systems break
• Build knowledge base — document integration requirements for reuse

Documentation & Process

• Own customer-facing docs — help centre, onboarding guides, workflows
• Refine internal processes — collaborate with Product on support playbooks
• Surface process gaps — share repeat issues to drive product priorities

Billing & Subscription Support

• Handle billing queries — renewals, payments, plan changes
• Track subscription health — monitor failed payments, usage patterns
• Manage financial processes — credits, refunds, reconciliations with finance
• Maintain billing records — accurate activity tracking

Feedback Loop

• Capture customer insights — from onboarding, tickets, training sessions
• Surface patterns to Product — organise recurring feedback themes
• Track feature outcomes — monitor impact of requested improvements
• Analyse usage data — identify trends, pain points, engagement gaps
• Be the customer voice — share learnings with Product and Engineering

What You'll Bring?

You solve customer problems fast and understand eCommerce operations deeply. You're technical enough to debug integrations and business-savvy enough to optimise workflows.

• 2+ years customer onboarding/support — preferably B2B SaaS
• Deep eCommerce knowledge — Shopify, ERPs, WMS, 3PLs, returns platforms
• Clear communication — written and verbal, technical and non-technical audiences
• Async-first mindset — remote teams, documentation, self-direction
• Independent execution — work autonomously while keeping stakeholders informed
• Support tools fluency — ticketing, knowledge bases, customer success platforms
• eCommerce or retail SaaS experience — multi-channel operations background

What's In It For You?

• Own the customer journey — from day one
• Cross-functional impact — work with product, engineering, finance
• Build scalable processes — shape how we grow
• Full remote flexibility — async-first culture
• Competitive package — salary, equity, learning budget