Customer Success & Support Manager

The Customer Success & Support Manager will be the primary point of contact for customers using Unicorn Cart, a Shopify app that helps ecommerce brands increase average order value through upsells, bundles, and cart offers. The role combines hands-on customer support, onboarding, technical troubleshooting, and customer success to ensure merchants get the most out of the app, resolve issues quickly, and identify opportunities to improve results and grow their accounts.

• Manage customer support and onboarding by responding to enquiries, guiding setup, and resolving issues through chat, email, and video calls.
• Troubleshoot technical issues by investigating Shopify cart configurations, making basic HTML and Liquid theme edits, and logging bugs for resolution.
• Improve customer satisfaction and retention by proactively helping customers maximise app performance, identifying upgrade opportunities, and gathering feedback.
• Maintain help centre resources and coordinate with the team by updating guides, documenting bugs and feature requests, and escalating critical issues to the CTO and founders.