Technical Support Agent UK

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 Shopifys fastest-growing brands. $15B in revenue processed. 200M shoppers worldwide. Brands like Oh Polly BoTee Princess Polly Béis and Forever 21 rely on us to power a large portion of their revenue.

Were 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. Youre the fix for that and youll shape how we build support around you.

If you want a place where you own real outcomes not just a queue youll fit in.

Why join Tapcart when you have a sea of other options

• Youd 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 elses rota.

What youll 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. Youll 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 75000 to 85000 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.

Required Experience:

Unclear Seniority

Employment Type : Full-Time
Experience: years
Vacancy: 1
Yearly Salary Salary: 75000 - 85000