The job
When a merchant writes to Benson, you're the one who answers. Sometimes it's a quick install question. Sometimes a theme is doing something odd and you'll open the HTML to find out why.
You'll also be our best read on what's confusing. You'll fix the help centre when it lets people down, and take the patterns to engineering so they get fixed properly.
Your first 90 days
- First 30 daysLearn the product and every install path, and start answering tickets with backup.
- By day 60Running the inbox yourself and rewriting the help articles that cause the most questions.
- By day 90Quicker answers, fewer repeat questions, and a weekly note on what merchants are stuck on.
What you'll actually do
- 01Look after the support inbox and reply the same working day.
- 02Walk merchants through installs on Shopify, WooCommerce and the rest.
- 03Write and update the help centre from the questions you get.
- 04Send bugs to engineering with clear steps to reproduce them.
- 05Join sales calls when a technical question comes up.
Is this you?
You'll fit right in if
- A couple of years in SaaS support, ideally around Shopify.
- You're comfortable in a theme editor, Google Tag Manager or a bit of HTML.
- You write clearly and kindly to busy people.
- You spot patterns and push for the real fix.
- You know the affiliate world (networks, coupon and cashback extensions, partner programmes), or you're confident you can learn it fast.
- You're a generalist, and you're happy when the job changes shape.
Probably not for you if
- You'd like a script to read from.
- You'd rather not touch anything technical.
- You want a clearly defined role that stays the same all year.
What you get
- Equity.
- 25 days off, plus your local public holidays.
- A day in London every month with the whole team, travel paid.
- The laptop and kit you want.
Work from home, a coworking space or wherever you do your best work, as long as you're somewhere between GMT and CET+1. Once a month we all get together in London, and we pay for the trip.
