At a Glance
- Tasks: Own the support queue and resolve issues for European merchants during UK hours.
- Company: Join a fast-growing tech company backed by Shopify, focused on mobile commerce.
- Benefits: Competitive salary, private medical, flexible time off, and remote-friendly work culture.
- Other info: Be part of a lean team with big autonomy and great career growth opportunities.
- Why this job: Shape the support experience in Europe and make a real impact on customer satisfaction.
- Qualifications: 3-5 years in technical support, strong Shopify knowledge, and excellent communication skills.
The predicted salary is between 75000 - 85000 £ per year.
About Tapcart
At Tapcart, we believe every brand needs a direct relationship with their customers, one they actually own. We are the mobile commerce engine that powers shopping for Shopify's fastest-growing brands. $15B+ in revenue processed. 200M+ shoppers worldwide. Brands like Oh Polly, Bo+Tee, Princess Polly, Béis, and Forever 21 rely on us to power a large portion of their revenue. We're a lean team with minimal management and big autonomy. Everyone here solves problems end to end and stays close to the product. We use our own platform, we talk to merchants daily, and we ship constantly. Backed by Shopify, Silver Lake, and other top VCs. Profitable and growing. This is our first support hire in the UK. Today our European merchants wait until California wakes up. You're the fix for that, and you'll shape how we build support around you. If you want a place where you own real outcomes, not just a queue, you'll fit in.
Why join Tapcart when you have a sea of other options? You'd rather be the person who solves it than the person who routes it. You want to build the playbook for a new region, not inherit someone else's rota.
What you'll be working on at Tapcart:
- Own the support queue end to end during European hours. Triage, reproduce, resolve, follow up.
- Debug across Shopify themes and APIs, our React Native apps, checkout, and integrations like Klaviyo, Algolia, Yotpo, and Recharge.
- Reproduce issues using device simulators, Proxyman or Charles, browser dev tools, and log readers.
- Capture clean repro steps and well scoped Asana tickets so engineering can act fast.
- Use AI daily as part of how you work. Agents for research and debugging, and your judgment on what gets automated next.
- Train Fin and build out the Help Center so the same question stops reaching a human twice.
- Tell Product what merchants keep hitting, and push for it to get fixed.
Coverage & Schedule
This role is built for European coverage. You'll work standard UK business hours with a daily two to three hour overlap with our US Support team in your late afternoon. That window is for warm handoffs of in flight tickets, weekly team syncs, and live coaching.
Qualifications:
- 3 to 5 years of technical support experience, ideally in a SaaS or ecommerce environment supporting mid-market or enterprise customers.
- Strong working knowledge of Shopify (themes, admin, APIs) and the mobile app ecosystem (App Store and Google Play submissions, builds, releases).
- Comfort triaging issues across web and native mobile, with hands‑on troubleshooting using tools like Proxyman, Xcode and 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.
- Right to work in the UK.
Salary Range
OTE £75,000 to £85,000, commensurate with experience.
Benefits:
- Competitive salary.
- Employer-contributed private medical through our UK EOR.
- Workplace pension.
- Flexible time off plus UK bank holidays.
- Remote-friendly.
- Home office stipend.
- Quarterly merchant stipend.
- Lots of swag drops.
Technical Support Agent - UK in London employer: Apply
APPLY is an exceptional employer that fosters a collaborative and innovative work culture, perfect for those passionate about MarTech. With a strong emphasis on employee growth, you will have access to continuous learning opportunities and the chance to lead impactful projects in a dynamic environment. Located in a vibrant area, APPLY offers unique advantages such as flexible working arrangements and a supportive team atmosphere, making it an ideal place for professionals looking to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Agent - UK in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Apply. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Apply before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Support Agent - UK in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Apply:Your cover letter is your chance to shine! Tell us why you want to work at Apply specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Apply!
How to prepare for a job interview at Apply
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
