Job Description

Are you driven, results-oriented and a team player?

With 17,000+ retailers and restaurants in over 15 countries, StoreHub is on a mission to enable everyone, big or small, to build successful businesses.At StoreHub, we're building a dream team whereby all of your colleagues are extraordinary at what they do and are highly effective collaborators.It is in such a team that you learn the most, perform your best work, improve the fastest, and have the most fun.

If this is a journey you’d like to embark on, keep reading!

In the Senior Customer Service role, you’ll be responsible for delivering high-quality support to our merchants through inbound calls, live chat, and email by resolving complex issues across the StoreHub platform and its suite of products. As an escalation point for frontline agents, you will take ownership of advanced cases while collaborating closely with our Product, Engineering, and Operations teams to ensure root cause resolution. Your role will also play a key part in continuously improving the overall customer experience by identifying recurring issues and opportunities for improvement.

What makes working at StoreHub awesome (and refreshing!):

• Our people - for real! StoreHubbers are some of the smartest and most interesting people you can work with. Expect to do a lot of peer-learning.
• Culture of Candour.We embrace directness, hate bureaucracy, and move fast. If you're tired of 'corporate nonsense' you'll feel right at home.
• Cutting edge tools. If something can be automated, we'll make it happen. You will be introduced to many different tools we use that support everyday tasks, so that we can focus our minds on the kind of work that matters.
• Impact not just effort. We recognize that results are not tied to the number of hours worked. There's no reward for long hours with poor results and no penalty for leaving on time if your work is excellent. To be great, most of us have to put in considerable effort, but we don't measure contribution by hard work or long hours.

CHANGE. Our core values are super important to us. The more you resonate with them, the more you'll find yourself a good fit.

• Communicate for Clarity
• Humble and Hungry
• Authentic but not an *sshole
• Nimble and Quick
• Growth Mindset
• Efficiency and Excellence

  We do have all the other cool perks too:

• Apple Macbooks for everyone
• Free Season Parking
• Fully stocked fridge and pantry - Coffee, snacks, and more yums
• Cutting edge tools. If something can be automated, we'll make it happen
• Medical and Dental Outpatient Visits + Medical Insurance
• Opportunities for career growth and continuous learning

We are an equal-opportunity employer and value diversity at StoreHub. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, marital status, veteran status, or disability status.

Job Requirements

What you will do:

• Build a strong understanding of the StoreHub platform to help customers solve more complex technical issues through phone, email, and chat.
• Handle escalated or sensitive support tickets, working with teams like Product, Engineering, or Hardware to ensure fast and accurate solutions.
• Investigate technical problems by replicating bugs, checking logs, and preparing clear reports for Tier 2 or Engineering teams.
• Deliver a great customer experience by showing empathy, professionalism, and taking full ownership of each case.
• Manage advanced issues from start to finish—whether it’s software bugs, hardware problems, or unclear processes.
• Work with the Beep Care Team and other teams to resolve issues related to delivery, merchant hardware, or logistics.
• Follow and improve our bug reporting process, and highlight common problems or areas that need improvement.
• Help the team by sharing findings, discussing cases in team huddles, and guiding junior teammates when needed.

What you will need to have:

• Strong communication skills in English, both written and spoken — you can explain technical things in a simple and clear way.
• Fast and accurate typing (around 65–70 words per minute) to manage live chats and write detailed notes.
• Experience handling support through email or chat, and comfortable managing multiple cases at the same time.
• Good at troubleshooting both software and hardware issues — you know how to find the root cause and guide users through fixes.
• Familiar with tools like Intercom, Salesforce, Jira, or any helpdesk or CRM system.
• Bonus if you have 2+ years of experience in technical support (especially in SaaS, telco, or POS), have handled escalated issues, or worked closely with Product or Engineering teams.
• Extra points if you’ve worked with logs or data to solve problems, helped improve support processes, or can speak and write in Mandarin.

Skills