IMPORTANT - Make sure you see the "MANDATORY ASSIGNMENT - How to Apply" section below.

​​​​

We’re hiring 2 customer support associates to help us deliver fast, thoughtful, and genuinely helpful support to our customers.

You’ll be talking to real business owners - helping them set things up, solve problems, and get value from the product. Your goal is simple:

Make every interaction feel clear, human, and useful.

This is not a “reply to support tickets” role. This is a “build real relationships with customers” role. 

​​

How to Apply - MANDATORY ASSIGNMENT

To apply for this role, please follow these instructions and finish the mandatory assignment.

​

1. Please send an email as follows -

• To: assignments@peppyduck.com

• Subject: Customer Success Associate Assignment

• Email Body is not needed, can be blank.

2. You will receive the link to the assignment within minutes.

3. Once you get the assignment, take your time. Think it through and then submit it.

​

Important Notes:

• The Assignment is a MANDATORY step. Applications without the assignment will be REJECTED.

• Low-effort, low-quality applications will be REJECTED.

 

Role Structure & Compensation

• The first 30 days will be a paid internship, focused on learning, execution, and real work

• Based on performance, this can convert into a full-time role

 

We care about output and ownership - conversion to a full time role is based on how you perform during the internship.

 

What You’ll Do

• Handle live chat support (questions, issues, confusion)

• Maintain a sub-1 minute initial response time on live chats (quickly acknowledging the customer and setting context - resolution can take longer)

• Help users set up the product and get value quickly

• Troubleshoot basic problems (we’ll guide you)

• Occasionally get on customer calls (audio/video) to help resolve issues or guide setup

• Proactively reach out to users who seem stuck

• Follow up to improve usage and collect feedback

​

Beyond Support

A big part of this role is improving the support system itself, not just responding to customers.

​

You’ll also:

• Create and maintain help docs / support articles

• Identify common issues and turn them into clear documentation

• Prepare weekly summaries/reports (patterns, issues, insights)

• Suggest improvements to onboarding, product, and support workflows

• Help us reduce repetitive queries by improving clarity upfront

 

Nature of the Role

This role involves ambiguity.

• Customers won’t always explain things clearly

• There won’t always be a predefined answer

• You won’t always be told exactly what to do

 

You’ll need to:

• Make reasonable assumptions

• Ask the right questions

• Decide how to move things forward

 

We’re looking for people with good judgment, not just good answers.

​

Ownership Expectations

This is a high ownership role.

• You’re expected to take responsibility for outcomes, not just replies

• If something is unclear or broken, you take initiative to figure it out

• If you see a recurring issue, you don’t ignore it - you improve the system

• If something needs to be done, you don’t wait to be told

 

Working Hours

• 9-hour shifts (including breaks)

• You should be comfortable working any assigned shift

• This may include different time windows depending on team coverage needs

 

What We’re Looking For

You don’t need:

• Prior customer support experience

• Shopify knowledge

• Technical background

 

We care about how you think and communicate.

​

You’ll do well here if you:

• Write clearly and naturally (not robotic or templated)

• Comfortable with spoken English communication

• Can understand what someone really needs, even if they’re unclear

• Ask good questions instead of making assumptions

• Take ownership instead of passing things around

• Are comfortable operating without step-by-step instructions

• Are willing to put in effort to figure things out

• Are comfortable using AI tools (like ChatGPT) to improve your work

• Like organizing information and making things clearer for others

 

What This Role Is Not

• Not a script-following job

• Not just answering FAQs

• Not a passive support role

 

You’ll need to think, decide, and act - not just respond.

​

Hiring Process

 

We keep things simple but meaningful:

1. MANDATORY Assignment

2. Live support simulation

3. 2 short founder conversations

 

The assignment reflects real situations you’ll handle in this role.
Please take it seriously - it’s the most important part of your application.

​

Why This Role Is Worth It

• You’ll learn how real SaaS businesses operate (not theory)

• You’ll rapidly improve communication + problem-solving skills

• You’ll work closely with founders (high ownership, fast feedback)

• You’ll gain exposure beyond support (product, ops, documentation)

 

​

•  

​