Job Title

About SupercycleAfter spending a decade helping some of the biggest brands launch and grow on Shopify, three things became very clear to us.First, the only way these businesses could grow was by making and selling more stuff. When growth depends on endless consumption, incentives can become perverse.Second, their own customers were now reselling those products to each other on Vinted, Depop, and eBay, directly competing with the brands themselves.Third, even the pioneers trying to break this cycle, like Rent the Runway, were stuck fighting retail margin problems while carrying tech company costs.So we built Supercycle: the circular commerce engine for Shopify. We make it easy for merchants to rent, resell, and run product-as-a-service without friction. More revenue per product means brands grow with less waste and less manufacturing. We work with circular startups and global icons alike, helping them ditch the old linear make > sell > dump mindset.When our merchants thrive, the circular economy scales, and that’s where you come in.About the roleWe’re looking for a proactive, people-loving Onboarding & Support Engineer to be the human glue between merchants and our technology. Your mission? Make sure every brand launches with confidence, stays happy, and squeezes every drop of value out of Supercycle.Guide merchants through setup and integrationTroubleshoot Shopify quirks and edge casesBe a trusted advisor, not just a ticket-closerSpot patterns, suggest improvements, and help us scale our onboarding playbookYou won’t be alone, you’ll work closely with our product and engineering leadsAbout youYou like helping peopleYou can get pretty technical, you don’t need to be a developer (although it is an advantage), but you should have a basic understanding to help diagnose and discuss issuesSolving problems feels easy to youIdeally, you’ve dabbled with Shopify beforeYou want to be in-person (central York), surrounded by energy from your peersResponsibilitiesSupportProvide first-line technical support to merchants via chat, email, and scheduled calls, ensuring issues are resolved quickly and effectivelyTroubleshoot technical challenges related to Supercycle’s integration with ShopifyDocument common support cases and contribute to self-help resources (e.g FAQs, guides, troubleshooting docs)​Lead select projects to improve the support experienceMonitor and analyse support trends, feeding insights into our product roadmap to continuously improve the user experienceEscalate complex issues to our engineering and product teams, ensuring timely resolutionOnboardingGuide new merchants through onboarding, helping them configure Supercycle to match their business model (rental, resale, subscriptions, etc)Conduct virtual onboarding sessions to walk merchants through key features and best practicesAssist in Shopify storefront implementations, including minor code adjustments (e.g Liquid, HTML, CSS) when necessaryHelp merchants apply advanced onboarding customisations to optimise their integration​Lead select projects to improve the onboarding experienceWhat you’ll bringYou care about doing a good jobYou enjoy troubleshooting technical issues and thinking critically to find solutionsYou can explain technical concepts in a clear, friendly, and professional mannerYou're a fast learner, picking up new systems, technologies and workflows quicklyYou're highly organised, juggling multiple tasks and prioritise efficientlyA basic understanding of HTML, CSS and Liquid (Shopify’s templating language) is a plus (to help diagnose frontend issues). If you don’t have direct experience in these areas, a curiosity to learn more is desirable as wellUnderstanding of Shopify (or a willingness to learn)Why now?We’re at a tipping point, the world’s biggest brands are under pressure to go circular, and we’re the ones giving them the tools to do it at scale. Join us now and you’ll help turn billions in GMV into less waste and more profit, and share in the upside when we take this public.You’ll get meaningful equity, fast responsibility, and a front-row seat to a major market shift. Good for your career, good for the planet, good for your bank account. Let’s get it done.