Customer Success Representative

Mid senior

Full time, 40 hours per week

Flexible availability across US time zones (EST, CST, PST) including weekends

Reports to: Head of Merchant Success

Job description

We’re looking for a Customer Success Representative with strong technical skills and prior hands on experience using AI tooling and vibe coding as part of their daily workflow. The ideal candidate is comfortable working with AI powered builders, troubleshooting technical issues, and supporting merchants in building and refining their websites. Experience and a solid understanding of the subscription commerce landscape and ecommerce platforms is a strong plus. This is a fully remote, full time role requiring flexibility across US time zones and occasional weekend availability.

Job purpose

As a Customer Success Representative you play a critical role in supporting Subbly merchants in successfully running and growing their businesses while contributing to adoption and effective use of Subbly’s AI Website Builder. You provide prompt, friendly, and effective support across chat and email via Intercom, live calls or daily webinars hosted via Google Meet, and community channels such as Slack and Facebook.

You work hands on with merchants inside the AI Website Builder, helping them shape, refine, and troubleshoot their site builds. You also act as a bridge between merchants and Subbly’s product and engineering teams by advocating for customer needs, identifying recurring patterns, and surfacing actionable insights based on real world usage.

Duties and responsibilities

• Act as first responder to inbound inquiries from merchants, customers, partners, and leads across all channels including Intercom, Slack, and Facebook
• Provide hands on support inside the AI Website Builder including tailoring prompts, debugging layouts, and assisting merchants in achieving high quality website outputs
• Maintain deep understanding of Subbly’s ecosystem including AI tooling, competitive positioning, platform limitations, and best practice workarounds
• Moderate and engage in Slack and Facebook communities with a strong focus on education, tone, and vibe based engagement
• Action inbound requests related to billing, product education, feature use cases, and technical troubleshooting
• Escalate technical errors, chargeback threats, irate customers, and undocumented edge cases with appropriate urgency
• Document solutions to FAQs, platform workflows, AI Website Builder instructions, and technical limitations through help articles and tutorial videos
• Draft merchant facing communications including feature announcements, onboarding flows, and technical issue updates
• Collaborate with cross functional teams by documenting and escalating feature requests, integration needs, and product improvements

Vibe coding and AI tooling experience (plus)

• Experience with AI assisted building tools such as Lovable, Bolt, Replit, or Base44
• Familiarity with AI driven website or UI generation platforms such as Vercel v0, Builder.io AI, Framer AI, Wix ADI, or similar tools
• Ability to iterate on AI outputs, improve prompt quality, and guide merchants toward best practices when using AI powered builders

Accountabilities

• Merchant satisfaction and long term retention
• AI Website Builder adoption and build quality outcomes
• Merchant onboarding success rate
• Community engagement and education quality

Key metrics

• Customer happiness scores in Intercom
• First response and resolution times
• AI Website Builder usage and adoption rate
• Churn rate
• Trial to paid conversion rate influenced by Customer Success engagement

Key stakeholders

• Subbly merchants
• Head of Merchant Success
• Product team
• Engineering team

Qualifications and skills

• At least 2 years of proven experience in SaaS customer support, customer success, technical support, or account management roles
• Proficiency with AI tooling used on a daily basis, including OpenAI, Anthropic, Google models, and comparable AI platforms
• Experience with ecommerce or subscription platforms such as Shopify, Magento, BigCommerce, Squarespace, Wix, WooCommerce, Etsy, or WordPress
• Strong understanding of ecommerce best practices
• Excellent written and verbal communication skills in English, additional languages such as French or Spanish are a plus
• Experience with Intercom, Slack, Loom, Asana, and Google Workspace
• Creative problem solver with strong attention to detail
• Ability to work flexible hours across EST, CST, and PST time zones including weekends when necessary