At a Glance
- Tasks: Support merchants with onboarding and technical issues, ensuring a smooth integration with Supercycle.
- Company: Supercycle, a pioneering circular commerce engine for Shopify.
- Benefits: Equity opportunities, fast responsibility, and a chance to impact the circular economy.
- Other info: Work in a vibrant team environment in central York with excellent growth potential.
- Why this job: Join us to help brands thrive sustainably while boosting your career in tech.
- Qualifications: People-oriented, problem-solver with basic technical knowledge; Shopify experience is a plus.
The predicted salary is between 63000 - 77000 £ per year.
About Supercycle
After spending a decade helping some of the biggest brands launch and grow on Shopify, three things became very clear to us. First, the only way these businesses could grow was by making and selling more stuff. When growth depends on endless consumption, incentives can become perverse. Second, their own customers were now reselling those products to each other on Vinted, Depop, and eBay, directly competing with the brands themselves. Third, even the pioneers trying to break this cycle, like Rent the Runway, were stuck fighting retail margin problems while carrying tech company costs.
So we built Supercycle: the circular commerce engine for Shopify. We make it easy for merchants to rent, resell, and run product-as-a-service without friction. More revenue per product means brands grow with less waste and less manufacturing. We work with circular startups and global icons alike, helping them ditch the old linear make > sell > dump mindset. When our merchants thrive, the circular economy scales, and that's where you come in.
About the role
We're looking for a proactive, people-loving Onboarding & Support Engineer to be the human glue between merchants and our technology. Your mission? Make sure every brand launches with confidence, stays happy, and squeezes every drop of value out of Supercycle.
- Guide merchants through setup and integration
- Troubleshoot Shopify quirks and edge cases
- Be a trusted advisor, not just a ticket-closer
- Spot patterns, suggest improvements, and help us scale our onboarding playbook
You won't be alone, you'll work closely with our product and engineering leads.
About you
- You like helping people
- You can get pretty technical, you don't need to be a developer (although it is an advantage), but you should have a basic understanding to help diagnose and discuss issues
- Solving problems feels easy to you
- Ideally, you've dabbled with Shopify before
- You want to be in-person (central York), surrounded by energy from your peers
Responsibilities
Support- Provide first-line technical support to merchants via chat, email, and scheduled calls, ensuring issues are resolved quickly and effectively
- Troubleshoot technical challenges related to Supercycle's integration with Shopify
- Document common support cases and contribute to self-help resources (e.g FAQs, guides, troubleshooting docs)
- Lead select projects to improve the support experience
- Monitor and analyse support trends, feeding insights into our product roadmap to continuously improve the user experience
- Escalate complex issues to our engineering and product teams, ensuring timely resolution
- Guide new merchants through onboarding, helping them configure Supercycle to match their business model (rental, resale, subscriptions, etc)
- Conduct virtual onboarding sessions to walk merchants through key features and best practices
- Assist in Shopify storefront implementations, including minor code adjustments (e.g Liquid, HTML, CSS) when necessary
- Help merchants apply advanced onboarding customisations to optimise their integration
- Lead select projects to improve the onboarding experience
What you'll bring
- You care about doing a good job
- You enjoy troubleshooting technical issues and thinking critically to find solutions
- You can explain technical concepts in a clear, friendly, and professional manner
- You're a fast learner, picking up new systems, technologies and workflows quickly
- You're highly organised, juggling multiple tasks and prioritise efficiently
- A basic understanding of HTML, CSS and Liquid (Shopify's templating language) is a plus (to help diagnose frontend issues). If you don't have direct experience in these areas, a curiosity to learn more is desirable as well
- Understanding of Shopify (or a willingness to learn)
Why now?
We're at a tipping point, the world's biggest brands are under pressure to go circular, and we're the ones giving them the tools to do it at scale. Join us now and you'll help turn billions in GMV into less waste and more profit, and share in the upside when we take this public. You'll get meaningful equity, fast responsibility, and a front-row seat to a major market shift. Good for your career, good for the planet, good for your bank account. Let's get it done.
Onboarding and Support Engineer employer: Supercycle
Supercycle is an exceptional employer that champions a sustainable future through circular commerce, offering a vibrant work culture in the heart of York. As an Onboarding and Support Engineer, you'll enjoy meaningful equity, fast-tracked career growth, and the opportunity to make a tangible impact on both businesses and the environment. Join a team that values collaboration, innovation, and personal development while helping brands thrive in a rapidly evolving market.
StudySmarter Expert Advice🤫
We think this is how you could land Onboarding and Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Supercycle. 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 Supercycle 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 Onboarding and Support Engineer
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 Supercycle:Your cover letter is your chance to shine! Tell us why you want to work at Supercycle 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 Supercycle!
How to prepare for a job interview at Supercycle
✨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.
