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For Companies At a Glance
- Tasks: Deliver exceptional customer support via chat, email, and Slack while resolving product queries.
- Company: Join a rapidly growing subscription management platform for e-commerce brands.
- Benefits: Enjoy annual leave, free lunch, snacks, and company retreats.
- Why this job: Make a real impact by enhancing customer experiences in a dynamic tech environment.
- Qualifications: 1-3 years in customer support, knowledge of JavaScript, HTML, and CSS.
- Other info: Ideal for those who thrive in fast-paced startup cultures.
The predicted salary is between 36000 - 60000 £ per year.
About Loop
Loop is a subscription management platform built for e-commerce brands on Shopify. Our primary market is the US, with a growing presence in Europe and ANZ. We are scaling rapidly, driven by a strong product and exceptional merchant experience. We achieved ~3x growth in 2024, followed by nearly 3x growth again in 2025. Looking ahead, we are building the team and foundation to drive another 2x growth in 2026 as we accelerate toward our $50M goal.
Our DNA:
- High Agency: action over instruction
- High Ethics: trust is the foundation
- Positive Attitude: solutions over excuses
- Impact-Driven: if it doesn’t move the needle, it doesn’t matter
About the Role
You will be required to deliver exceptional customer experiences through chat, email, and Slack. You will resolve product-related queries, troubleshoot technical issues, and ensure high CSAT scores by providing timely, empathetic, and accurate support. This role involves collaborating with internal teams, spotting process gaps, and staying updated on product improvements to drive efficiency and customer satisfaction.
Key Responsibilities:
- Resolve product-related queries using chat-based software and manage merchant issues on Slack.
- Own Customer Satisfaction (CSAT) by delivering timely, empathetic, and accurate resolutions.
- Proactively identify and resolve process issues to improve support efficiency.
- Meet quality standards, KPIs, and KRAs consistently across all support channels (email, chat, Slack, video).
- Provide technical troubleshooting and product expertise for Shopify/Loop Subscriptions, using internal documentation and staying updated on product changes.
- Identify trends and report missing documentation to relevant teams.
- Address outages or critical issues quickly, ensuring timely communication with engineers and managers.
- Provide outbound video support as requested.
Ideal Profile:
- Minimum 1-3 years of experience in customer support or a related customer-facing role.
- Understanding of JavaScript, HTML, and CSS.
- Initiative-focused mindset with a self-driven approach.
- Strong problem-solving skills and attention to detail.
- Strong communication skills, both written and verbal.
- Bachelor's degree in a technology-related field.
- Experience in the SaaS industry.
Good to Have:
- Experience in the e-commerce industry.
- Exposure to startup environments and flexibility to adapt quickly.
Perks:
- Annual Leaves
- Free lunch and snacks
- Annual company retreat
- Insurance
Product Support Engineer in Glasgow employer: LoopWork
Contact Detail:
LoopWork Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Engineer in Glasgow
✨Tip Number 1
Get to know the company inside out! Research Loop's products, values, and recent achievements. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers through chat, email, and Slack, make sure you can convey your thoughts clearly and empathetically. Role-play with a friend or use online resources to sharpen those skills.
✨Tip Number 3
Show off your problem-solving prowess! Prepare examples from your past experiences where you've tackled tough customer issues. Highlight how you identified the problem, what steps you took, and the positive outcome.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and ready to jump into the Loop culture right away!
We think you need these skills to ace Product Support Engineer in Glasgow
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Product Support Engineer role. Highlight your experience in customer support and any technical skills you have, like JavaScript or HTML, to show us you're a great fit!
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled tricky customer issues in the past. We love seeing candidates who can think on their feet and come up with solutions that really make an impact.
Keep It Professional Yet Friendly: While we want to see your personality shine through, remember to keep your tone professional. A friendly approach in your writing can help us see how you'd interact with our customers!
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role without any hiccups!
How to prepare for a job interview at LoopWork
✨Know Your Product Inside Out
Before the interview, make sure you understand Loop's subscription management platform and how it integrates with Shopify. Familiarise yourself with common product-related queries and technical issues that customers might face. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved customer issues or improved processes. Highlight your ability to think on your feet and provide timely solutions. This aligns perfectly with the company's focus on impact-driven results.
✨Communicate Clearly and Effectively
Since you'll be interacting with customers via chat, email, and Slack, practice articulating your thoughts clearly. Use simple language and avoid jargon unless necessary. Demonstrating strong communication skills will reassure the interviewers of your capability to deliver exceptional customer experiences.
✨Embrace a Positive Attitude
Loop values a positive attitude and solutions over excuses. During the interview, maintain an upbeat demeanour and express your enthusiasm for tackling challenges. Share instances where your positive outlook helped you overcome obstacles, reinforcing your fit with the company culture.
