Customer Success Specialist - Alia
Dotdigital
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
$48k per year
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