Customer Success Agent - Shipping App
Sales & Business Development, Customer Service
New South Wales, Australia
About Us
We're the agents for e-commerce. 45,000+ merchants use our suite of apps across analytics, retention, upselling, shipping, and re-engagement. Our shipping app is one of our oldest products, used daily by thousands of Australian merchants who depend on it to run their stores.
AMP is venture-backed, genuinely AI-native, and growing fast. We're founded by an ex-TradeGecko team (acquired by Intuit), and you'll have unlimited AI tooling and a direct line to engineering and design when you need it.
The Role
We're hiring a Customer Success Agent to be the human face of our shipping app for merchants. You'll be with our merchants, whichever mode they prefer — on live chat, email, and phone calls — diagnosing problems, solving them, and making sure merchants walk away confident that their store is running smoothly.
This is a hands-on, customer-obsessed role. You get satisfaction from turning a frustrated merchant into a happy one, in real time.
What You'll Do
- Handle merchant support day in and day out over live chat, email, and phone
- Diagnose shipping, checkout, and configuration issues and resolve them end-to-end
- Escalate genuine bugs to engineering with clear, reproducible detail — and follow through until they're fixed
- Reach out proactively to merchants who've hit friction, including those who've left critical reviews
- Build deep product knowledge so you become the person who knows the app cold
- Feed recurring pain points back to the team so the product gets better, not just the response times
Who You Are
- 3–5 years in customer support or customer success, ideally in SaaS or software
- Experience with e-commerce — Shopify experience is highly beneficial
- Comfortable and confident on live chat and phone calls; you like being close to the customer
- Technical enough to understand how the product works, read configuration, and speak credibly to merchants and engineers
- Self-directed and calm under pressure, able to manage a live queue without hand-holding
- A clear, warm communicator who represents the brand well
Nice to Have
- Familiarity with Shopify apps, themes, or merchant tooling
- Some exposure to shipping, fulfillment, or logistics workflows
- Experience turning around unhappy customers or recovering negative reviews
Location & Pay
Australia-based preferred, giving you easy overlap with local merchants and our team. Competitive pay.
Sound Like You?
Tell us about a time you turned a frustrated customer into a happy one. We want to hear how you think on your feet and take ownership of a problem until it's solved.