Customer Success Specialist - Alia

About Us

The Company: Dotdigital is a thriving global community of passionate, dedicated professionals, committed to the collective success of the organization and its clients. Our core principles of innovation, teamwork, and client-focused solutions drive us to approach challenges with a growth mindset and take ownership of our work. At Dotdigital, collaboration and curiosity pave the way for meaningful connections and learning opportunities with diverse peers. Our work environment encourages knowledge sharing, fosters exploration, and cherishes creative ideas. Combined, these guide us towards a shared vision in which brands around the world exceed customer expectations through the adoption of responsible marketing practices.

About Alia by Dotdigital

Alia is redefining how eCommerce brands turn website visitors into customers. Built exclusively for Shopify, Alia’s AI-powered popups combine intelligent targeting, real-time optimisation, and beautifully designed experiences to drive industry-leading opt-in rates and revenue growth. Trusted by thousands of high-growth brands, Alia helps merchants capture high-quality email and SMS subscribers, unlock zero-party data, and deliver more personalised customer journeys from the very first interaction.

About the Role

Role Overview

Support e-commerce customers in getting set up and successfully using the platform day-to-day. Act as the first line of support for customer inquiries, helping troubleshoot issues, testing recommendations, strategy guidance, and ensure a smooth and successful ongoing experience.

Responsibilities

• Serve as the first point of contact for customer inquiries via email, Slack, chat, and calls

• Provide product guidance and troubleshoot platform issues, escalating technical problems when needed

• Provide ongoing testing services and strategic recommendations to improve performance

• Monitor customer usage and support trends to proactively identify and address potential issues

• Document customer feedback and recurring issues to inform product improvements

• Support with renewals and subscription-related requests

• Maintain a strong understanding of e-commerce workflows, including order management and integrations

• Assist with special projects as needed

About You

Requirements

• 1–3 years of experience in customer support or customer success, ideally in SaaS or e-commerce

• Strong communication and problem-solving skills

• Ability to quickly learn software and clearly explain concepts to non-technical users

• Experience with CRM or customer support tools: Slack, Intercom, Fin AI

Nice to Have

• Familiarity with e-commerce platforms like Shopify

• Experience working in a fast-paced SaaS environment

Core Competencies

• Customer-first mindset

• Strong attention to detail

• Effective time management and prioritization

• Ability to collaborate across teams

• Tech-savvy with a willingness to learn

Interview Process

• 30 min intro call with our Head of CS to assess support skills/experience

• 30 min live assessment with Head of CS

• 30 min final interview with CCO