ABOUT TAPCART
Tapcart is the leading mobile commerce platform for Shopify brands. We power native iOS and Android apps for thousands of merchants — from emerging DTC labels to global household names — and help them turn their best customers into repeat shoppers. Our team is fully remote across the US and beyond, and we're growing our support footprint to provide true follow-the-sun coverage for our customers.
POSITION SUMMARY
We're hiring our first AU-based Technical Support Representative to be the frontline expert for our merchants during APAC hours. You'll be the first point of contact for inbound and outbound support across email, live chat, and phone, owning issues from triage through resolution.
You'll close the coverage gap during the US team's overnight, hand off cleanly when the US team comes online, and partner closely with Product, Engineering, and Customer Success to advocate for merchants and continuously improve the support experience.
WHAT YOU'LL DO
• Provide responsive, accurate technical support to merchants via email, live chat, and phone during AEDT/AEST business hours, with a planned overlap window with our US team for handoffs.
• Own the support queue end-to-end during APAC hours — triage, troubleshoot, resolve, and follow up.
• Troubleshoot app behavior, Shopify integrations (themes, scopes, checkout), and third-party integrations like Klaviyo, Algolia, Yotpo, and Recharge.
• Investigate issues across the Tapcart stack — including our React Native iOS/Android apps, Toolshed (our internal admin tool), and merchant builds in Bitrise.
• Reproduce issues using device simulators, Charles/Proxyman, browser dev tools, and log readers; capture clean repro steps so engineering can act fast.
• Triage and escalate bugs with well-scoped tickets in Asana as needed.
• Proactively follow up on unresolved issues, communicate product changes that affect merchants, and surface trends to Customer Success and Product.
• Contribute to our Intercom Help Center articles, internal Confluence runbooks, support macros, and Fin-powered AI workflows so we keep raising the floor on self-service.
• Be the merchant's voice internally — share patterns, friction, and feature gaps with Product and Engineering and advocate for prioritization.
COVERAGE & SCHEDULE
This role is built for APAC coverage. You'll work standard AEDT/AEST business hours from Australia with a daily 2–3 hour overlap with our US-based Support team (typically early-morning AU / late-afternoon US) for warm handoffs of in-flight tickets, weekly team syncs, and live coaching.
WHAT YOUR FIRST 60 DAYS LOOK LIKE
Days 1–30 — Learn the stack
• Complete onboarding on Tapcart's product, Toolshed, and our support stack (Intercom + Fin, Asana, Confluence, Slack).
• Shadow US Support and Solutions teammates, ride along on live tickets, and build a mental model of our most common issues.
• Begin owning Tier 1 tickets end-to-end during AEDT business hours.
Days 31–60 — Own the queue
• Run the APAC queue with backup from US Support for complex issues.
• Develop fluency in our integration ecosystem — Shopify, Klaviyo, Algolia, Yotpo, Recharge — and the most common merchant flows.
• Begin contributing to Help Center articles and Fin training data based on the patterns you see.
WHAT YOU BRING
• 3–5 years of technical support experience, ideally in a SaaS or e-commerce environment supporting mid-market or enterprise customers.
• Strong working knowledge of Shopify (themes, admin, APIs) and the mobile app ecosystem (App Store + Google Play submissions, builds, releases).
• Comfort triaging issues across web and native mobile, with hands-on troubleshooting using tools like Proxyman, Xcode/Android simulators, and browser dev tools.
• Proficiency with helpdesk platforms (Intercom, Zendesk, or Gorgias) and ticketing tools like Asana or Jira.
• Excellent written and verbal communication, with the ability to make complex technical issues feel simple to a non-technical merchant.
• Disciplined ticket hygiene and the ability to manage a queue with competing priorities in a fully remote, async-first environment.
• A bias toward documenting what you learn so the rest of the team and our merchants benefit.
NICE-TO-HAVES
• Intercom and Fin admin experience (building macros, articles, AI workflows).
• Hands-on familiarity with Shopify APIs and storefront customization.
• Exposure to React Native app workflows or mobile build systems (Bitrise, Fastlane).
• Experience supporting Klaviyo, Algolia, Yotpo, Recharge, or similar e-commerce integrations.
• Background in mobile commerce or consumer-facing mobile apps.
• Comfort working with mobile performance metrics and app analytics tools.
WHY JOIN US
• Shape our coverage model — your work directly shapes how Tapcart shows up for merchants outside US hours.
• Real overlap, no isolation — fully remote and async-first, but with intentional daily overlap with the US team so you're never working alone.
• Modern stack, fast team — React Native, Shopify, Klaviyo, Intercom + Fin, and an engineering org that ships fast.
• Direct line to Product & Engineering — your merchant insights influence what we build next.
• Competitive package — competitive salary, equity, home office stipend, and AU public holidays observed.
Recruitment Disclaimer:
Please be aware that Tapcart, Inc. (“Tapcart”) and our official professional recruiting agencies and platforms do not:
Send job offers from free services like Gmail, Yahoo, Hotmail, Whatsapp, etc.
Request money, fees, or payment of any kind from prospective candidates to apply to Tapcart, for employment, or for the recruitment process (e.g. for home office supplies, or training, etc.).
Request or require personal documents like bank account details, tax forms, or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Tapcart.
You may see all job vacancies on our official Tapcart channels:
Official Tapcart website, Careers page: https://www.tapcart.com/careers
Official LinkedIn Jobs page: https://www.linkedin.com/company/tapcart/jobs/
Skills Required
- 3-5 years of technical support experience in a SaaS or e-commerce environment
- Strong working knowledge of Shopify (themes, admin, APIs)
- Comfort triaging issues across web and native mobile
- Proficiency with helpdesk platforms (Intercom, Zendesk, or Gorgias)
- Excellent written and verbal communication
Tapcart Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Tapcart and has not been reviewed or approved by Tapcart.
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Healthcare Strength — Tapcart is described as offering robust medical, dental, and vision coverage, including dental and vision coverage details for employees and dependents. Mental health support is also emphasized through an EAP, wellbeing resources, and medical plans that include mental health coverage with low out-of-pocket costs.
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Leave & Time Off Breadth — Time off is positioned as flexible, with a flexible/unlimited PTO approach and a set number of paid holidays each year. Paid time off is framed as supporting work-life balance, with additional company-designated downtime noted around late December.
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Equity Value & Accessibility — Equity grants or stock options are presented as broadly available to full-time employees, supporting shared upside. Additional stipends (home office and a recurring shopping stipend) add tangible, ongoing rewards beyond base pay.
Tapcart Insights
What We Do
Tapcart is the ultimate low-code mobile commerce platform fueling the fastest-growing brands on Shopify. We power mobile apps for over 50 million consumers worldwide, processing over $6 billion in mobile commerce revenue, and are the only platform backed by Shopify. Almost all e-commerce traffic comes from a mobile device; we turn these users into high retention growth for some of the largest brands, including Princess Polly, True Classic Tees, BÉIS, and many more.
Why Work With Us
Collaboration, growth, and craftsmanship are important to us. We constantly work to improve, whether it’s our product, operations, business, or our skills. We innovate and embrace creative solutions to complex challenges. At Tapcart, we create an environment where everyone can learn and grow.
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