Technical Support Manager
Career opportunity
570, Boul. Charest Est, Suite 220, Québec, QC
About Kickflip
Kickflip is the product configurator software powering ecommerce personalization. From sneakers to bikes to jewelry, our clients let their customers design products in real time, right inside their online store. We’re on Shopify, WooCommerce, Wix, and API. Our goal: make product personalization scalable and profitable.
What You’ll Do
Act as a technical expert for Kickflip, mastering everything from our API documentation to the product builder, Shopify/WooCommerce/Wix integrations, and advanced features like inventory management or bulk ordering.
Troubleshoot client issues with precision: investigate, replicate, and provide clear bug reports.
Fix issues directly when possible — whether that means logging into a client’s e-commerce store, their Kickflip account, or even applying small code fixes.
Collaborate closely with the Customer Success and Sales Director, ensuring clients receive world-class support.
Partner with the Product Owner and development team to escalate and resolve complex technical challenges.
Help create and maintain internal and external technical documentation, best practices, and knowledge base articles to help clients and teammates.
Maintain accurate records of client interactions, resolutions, and escalations in support systems.
Proactively identify opportunities to improve our platform, processes, client experience, and support the alignment of our teams around our product led vision.
What We’re Looking For
Deep experience with e-commerce platforms like Shopify, WooCommerce, or similar.
Excellent communication skills in English and French — especially written, as you’ll be creating documentation and client-facing responses.
Ability to translate complex technical details into clear, client-friendly communication.
Experience with support tools (e.g., HubSpot, Intercom)
Comfortable working in a SaaS environment and digging into complex systems.
A problem-solver mindset — creative, resourceful, and relentless in finding solutions.
Someone who is not afraid of complexity, enjoys going deep, and thrives in a fast-paced startup environment.
Strong organizational skills — able to prioritize, follow processes, and keep ticket queues healthy and up to date.
Relevant degree in technology or a related field — along with experience in coding (JavaScript, HTML/CSS, Liquid code, or similar) and strong troubleshooting skills.
Why Join Us?
Be part of a growing startup redefining online commerce.
Work with a collaborative and passionate team that values innovation and creativity.
Gain expertise in a platform that is transforming how people buy customized products online.
Competitive compensation and flexibility in a remote-first culture.
What Would Be an Ideal Candidate
You have deep Shopify experience. Having built and customized multiple stores, you understand themes, Liquid code, and app integrations inside out. You’ve likely worked in an e-commerce agency, or as a freelancer, supporting multiple brands with varied needs. You’re skilled at troubleshooting, communicating clearly, and delivering efficient, reliable solutions in a fast-paced environment.
Benefits
Competitive salary and stock options
Group RRSP with employer contribution
Health and dental insurance paid at 100%
Flexible schedule
Possibility of teleworking
Possibility of extended teleworking from your vacation spot
Loft-style workspace with large windows and rooftop terrace in downtown Quebec City (St-Roch)
Team lunch, snacks, coffee, tea, and beer
Indoor storage for bikes and strollers
On-site gym
TLDR: If you’re a turbo power user in the making, eager to dig deep into Kickflip and help clients succeed, we’d love to hear from you!
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