About MerchPIM

MerchPIM is a Shopify-native Product Information Management (PIM) platform that helps fast-growing brands keep product data clean, consistent, and launch-ready across thousands of SKUs. We’re an agile team that values communication, collaboration, and a healthy dose of fun. We love what we do, and our customers feel it.

Why this role exists

Our customers rely on MerchPIM to centralize attributes, variants, media, SEO, and version history, then sync to Shopify with confidence. You’ll be the human bridge between merchants and our product: solving problems, unblocking workflows, and turning support moments into wins.

What you’ll do

  • Own frontline support across email, chat, and scheduled calls; deliver clear, friendly, and accurate solutions.
  • Troubleshoot product data issues (attributes, metafields, variants, bulk edits, CSV imports, media/alt-text, SEO fields, versioning & restore).
  • Investigate Shopify sync behavior (Admin/Storefront APIs, multi-store, Markets, rate limits, webhooks) and provide next steps or workarounds.
  • Reproduce and escalate bugs with crisp Looms, HAR files, logs, and step-by-step notes so engineering can ship fixes fast.
  • Create help content (how-to guides, snippets, and saved replies) that shortens time-to-value and lowers repeat contacts.
  • Proactively coach merchants on PIM best practices: attribute templates, validation rules, data completeness, and version control.
  • Maintain accurate records of conversations, resolutions, and root causes; update internal/merchant-facing docs accordingly.
  • Spot product opportunities from patterns in tickets; file actionable enhancement requests with impact and examples.

You’ll thrive here if you have

  • Customer support experience in a technical SaaS or e-commerce setting; you stay calm and professional with upset users.
  • Excellent communication (concise, structured writing; confident live troubleshooting).
  • Strong problem-solving, you isolate variables, test hypotheses, and land on durable fixes.
  • Speed with quality in a fast-moving, agile environment.

Helpful skills (nice-to-have)

  • Shopify fluency: Admin, metafields, variants, collections, SEO fields, CSVs, Markets, themes.
  • PIM/DAM familiarity: attributes, templates, validation, data completeness concepts.
  • Basic technical chops: WordPress familiarity; PHP basics; cPanel/FTP; browser dev tools; reading JSON payloads; API concepts.
  • Tooling: JIRA, Bitbucket/Git, Intercom/Help Scout/Zendesk, Notion/Confluence, Postman.

Tools & workflow at MerchPIM

We ship in small, continuous chunks and follow Scrum/Kanban. You’ll collaborate daily with Product, Engineering, and Solutions to ensure merchants succeed end-to-end.

What we offer

💻 Modern workstation with external monitor

📅 Conference & learning opportunities

💹 Clear growth paths (Support → Senior CX → Solutions/PM)

💡 Room for initiatives and ownership

🏥 Health & accidental insurance

⚽ Team events & recreational activities

🌞 Floating holiday

🏢 Open, collaborative office environment (hybrid flexibility)

How we measure success

  • First Response Time (FRT) & Time to Resolution (TTR)
  • CSAT and qualitative feedback
  • Bug reproduction quality & escalation clarity
  • Help-center contributions and deflection impact
  • Merchant activation and retention are influenced by your guidance

Selection process

  1. Apply via the button below with your CV and a brief note on a challenging issue you successfully resolved for a customer.
  2. Virtual Tea Talk: Meet the Team, Learn About the Role, and Ask Anything.
  3. Interview(s), max two rounds; a short practical exercise may be included.
     We keep you informed at every step.

Apply now
Tell us about a memorable support case: what the problem was, how you diagnosed it, and what changed for the customer.

  • Permanent
  • Full time
  • Kathmandu, Nepal (Hybrid)
  • Customer Experience (CX)
Apply now