ShopKeep is hiring a

Customer Care Associate

Belfast, United Kingdom

About Us

Born out of frustration with the traditional cash register business, ShopKeep was designed by a retailer with a noble aim: to rescue independent business owners from the nightmare of archaic point of sale systems, and replace it with something beautiful, simple, and affordable. It turned out that by doing this, we were giving our fellow merchants a fighting chance against the big guys. So we kept doing it.

Today, our mission is simple: empower independent business owners to dream big and fight smart. We’re doing this by disrupting the industry through our cloud-based architecture, amazing customer care and intuitive software that delivers the data small business owners need to run a smarter businesses. 

At ShopKeep, we’ve been successful because of our awesome team that believes small businesses make up the heart of our communities. 

About the Role

The Customer Care Advisor Role at Shopkeep is the frontline support for our merchants needing help. Day to day functions for an advisor involve answering questions from our merchants via phone, email and chat. Effective written and verbal communication is critical to the Customer Care Advisor role.

What You Will Do

  • Redefine expectations of quality service for our merchants
  • Provide effective and comprehensive solutions to questions from our merchants in a timely matter
  • Document communication with merchants with accuracy and sufficient detail for reporting and future reference
  • Identify relevant support documentation that could be sent to our merchants to encourage self-service support
  • Make educated decisions, born out of empathy, to drive customer satisfaction across internal and external channels
  • Meet or exceed our internal key performance indicators for success
  • Communicate with our merchants and our team in a friendly and professional manner
  • Build rapport and strong relationships with all members on our team – up, down, sideways, inside, and outside of ShopKeep
  • Utilise comprehensive knowledge of ShopKeep Products to provide support to our team via internal communication channels 
  • Identify relevant support documentation that could be sent to our merchants to encourage self-service support

The Ideal Candidates Will:

  • Have an even temper in the face of frustration
  • Strong customer service skills
  • Have the ability to clearly explain technical concepts to people with limited computer skills
  • Be able to empathise with users and quickly grasp the issues they’re facing
  • Have top problem-solving skills and patience
  • Have the ability to work in a fast-paced environment whilst managing several projects and customers
  • Be comfortable with offering account upgrades across contacts

Essential Requirements                    

  • 1+ years experience in customer service 
  • GCSE English and Maths C or above
  • Professional level written and verbal communication skills
  • Have the flexibility to work weekends and shifts starting as early as 5am

Nice To Haves (not essential):

  • Retail experience using a POS system
  • Understanding of Apple products
  • Experience in an IT, POS, SaaS or technology company
  • Experience training users on software products
  • Previous networking experience
  • In-depth knowledge of iOS and MacOS


We provide the essentials...

  • Health Insurance with Medical, Dental and Vision Benefits 
  • Life and Income Protection Insurance 
  • Flexible Paid Time Off (PTO)
  • Pension Scheme 

...and the fun-damentals:

  • Catered Meals
  • Happy Hours
  • Beer Fridge
  • Pool Table
  • Stocked Snack Shelf

ShopKeep is an Equal Opportunity Employer

We are an Equal Opportunities Employer. We do not discriminate on grounds of religious belief or political opinion. We practice equality of opportunity in employment and select the best person for the job.

To demonstrate our commitment to equality of opportunity in employment we need to monitor the community background of our applicants and employees, as required by the Fair Employment and Treatment (NI) Order 1998. You are not obliged to answer the questions on this form and you will not suffer any penalty if you choose not to do so. Any information that you provide will remain confidential and will only be used for monitoring and reporting purposes.

Important: If you answer the questions about your community background and gender you are obliged to do so truthfully, as it is a criminal offense under the Fair Employment (Monitoring) Regulations (NI) 1999 to knowingly give false answers to these questions

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