About the Role
Subbly is looking for a forward-thinking Customer Success Representative to join our team and play a pivotal role in the success of our merchants. As a key member of our Merchant Success department, you will act as a strategic partner, helping entrepreneurs navigate the complexities of subscription commerce while leveraging our cutting-edge AI Website Builder. This is not a traditional support role; it is a high-impact position designed for someone who is technically curious, deeply familiar with AI-driven workflows, and passionate about delivering world-class customer experiences in a remote-first environment.
In this role, you will be at the forefront of the vibe coding movement, utilizing AI-powered builders to troubleshoot issues and refine merchant websites in real-time. You will be expected to maintain a deep understanding of the Subbly ecosystem, advocating for merchant needs and collaborating closely with our product and engineering teams to shape the future of our platform. If you thrive on solving complex problems and want to work with the latest AI tools to drive tangible results for businesses, Subbly is the place for you.
Key Responsibilities- Serve as the primary responder for inbound inquiries from merchants, partners, and leads across multi-channel platforms including Intercom, Slack, and Facebook.
- Provide hands-on technical support within the AI Website Builder, assisting merchants with prompt tailoring, layout debugging, and achieving high-quality site outputs.
- Moderate and proactively engage within our Slack and Facebook communities, maintaining a professional yet approachable tone that fosters education and brand loyalty.
- Collaborate with cross-functional teams to document and escalate feature requests, integration needs, and technical bugs with precision and urgency.
- Develop and maintain comprehensive documentation, including help articles and video tutorials, to simplify platform workflows and AI instructions.
- Manage inbound requests related to billing, product education, and feature use cases, ensuring high merchant satisfaction and long-term retention.
- Analyze merchant usage patterns to identify recurring issues and provide actionable insights to the Head of Merchant Success and the Product team.
- Host live calls and daily webinars via Google Meet to guide merchants through onboarding and advanced platform features.
- Minimum of 2 years of proven experience in SaaS customer success, technical support, or account management roles.
- Hands-on experience with AI tooling and vibe coding as part of your daily workflow using platforms like OpenAI, Anthropic, Lovable, Bolt, or Replit.
- Familiarity with AI-driven UI generation tools such as Vercel v0, Builder.io, Framer AI, or Wix ADI to iterate on high-quality web outputs.
- Strong understanding of the subscription commerce landscape and experience with e-commerce platforms like Shopify, WooCommerce, or Squarespace.
- Exceptional written and verbal communication skills in English; proficiency in additional languages like French or Spanish is a significant advantage.
- Creative problem-solver with a meticulous attention to detail and the ability to guide merchants toward best practices.
- Proficiency with modern support and collaboration tools, including Intercom, Loom, Asana, and Google Workspace.
- Flexibility to work 40 hours per week across North American time zones (EST, CST, PST), including occasional weekend availability.
- Fully remote position allowing you to work from anywhere within the required time zones.
- Opportunity to work at the cutting edge of AI technology and e-commerce innovation.
- A dynamic and inclusive company culture that values creativity, autonomy, and technical curiosity.
- Direct influence on product development by advocating for merchant needs and testing new AI features.
- Professional growth opportunities within a fast-scaling startup environment.
- Collaborative team structure with direct access to leadership and cross-functional departments.