Shopify Support Developer

Capital Commerce | Remote (Philippines) | Full-Time + 13th Month Bonus

About Capital Commerce

Were not your typical eCommerce agency. We help brick-and-mortar retailers transform their online presence. Our clients arent looking for generic digital marketing—they want a growth partner who understands retail and builds brands that convert.

Were a fully remote team obsessed with impact that matters. We innovate constantly, own our outcomes, and prioritize strategy over tactics. If youre the kind of developer who gets energized by solving real client problems (not just writing code), this role is for you.

The Role: What Youll Actually Be Doing

This isnt a traditional "developer" role. Youre not building greenfield projects or chasing the latest JS framework. Youre the problem-solver who keeps our clients Shopify stores running smoothly after we launch them.

Your Primary Responsibility (80% of your time):

Handle support tickets from our clients who have worked with us to build them a custom Shopify site. These tickets range from simple ("How do I update my navigation?") to moderately complex ("My metafield filters arent displaying correctly—whats wrong?").

What "Support" Actually Means Here:

• Troubleshooting: Debug Shopify theme customizations we built during their custom site project with us
• Educating Clients: Explain how metafields, product tags, and Shopify Flows work—in plain English
• Shopify Admin Work: Configure apps, fix broken integrations, update theme settings
• Basic Klaviyo Support: Help with DMARC setup, troubleshoot automation flows, branded sending domains
• Basic Klaviyo Setups: For clients new to Klaviyo, you’ll help set up our Flow templates, segments, and update simple branding changes.
• Decision-Making: Use our support decision tree to determine when to help vs. when to redirect to training resources or VIP paid options

The Other 20%:

Jump into client project work during busy periods. This means theme customization in the Shopify Editor (Liquid, CSS, basic JS). Youll work alongside our development team on active client builds.

Why This Role Exists

Our Senior Developer currently handles 100% of support tickets. Hes brilliant, but support is consuming time he should spend on high-level strategy and complex builds. Your job is to own 80% of those tickets within 45 days, so he can focus on what only he can do.

This role matters because:

• Our clients are successful brick-and-mortar retailers who dont speak "developer." They need technical help delivered with empathy and clarity.
• Fast, thoughtful support is how we retain alumni.
• Youre the bridge between "the site we built" and "the business results they want."

Youll Thrive Here If You Are:

• A Translator, Not Just a Technician - You can explain metafields to a boutique owner whos never heard the term. You write clear, jargon-free responses that make clients feel confident, not confused.
• A Self-Starter with High Initiative - You dont wait for permission. If a ticket comes in and you know how to solve it, you move. If youre unsure, you check documentation, test in a dev environment, and escalate intelligently (not constantly).
• Comfortable with Ambiguity - Many tickets wont be straightforward. Clients send vague descriptions. Youll need to ask clarifying questions, reproduce issues, and think critically about root causes.
• Process-Oriented but Not Rigid - You follow our support decision tree and SOPs—but you also recognize when the process needs adjustment. You document what you learn and suggest improvements.
• Someone Who Takes Ownership - If you make a mistake, you own it, fix it, and learn from it. You dont ghost tickets or leave clients hanging. Response time deadlines matter here (see below).

Required Skills and Experience (Deal-Breakers):

• 2+ years of hands-on Shopify development experience (not just app customization—youve worked in theme files)
• Liquid templating (you can read, understand, and modify existing Liquid code)
• Shopify metafields (you know how to configure them, troubleshoot them, and explain them to clients)
• Shopify Theme Editor (comfortable navigating sections, blocks, and settings schemas)
• Basic Klaviyo knowledge (youve set up flows, segments, or DMARC records at least once)
• English fluency (written and verbal—youll communicate directly with US-based clients)

Preferred (Will Make You Stand Out):

• Experience with our common apps: Shopify Flow, Search & Discovery, Instafeed, Wishlist Hero
• Agency or client services background (youve dealt with non-technical clients before)
• Familiarity with custom Shopify features (e.g., "Shop the Look" implementations, custom product filters)
• GitHub or version control experience (we maintain a shared theme codebase)

Not Required (Well Train You On):

• Our specific processes and internal SOPs
• Our ticketing and project management software
• The nuances of brick-and-mortar retail

Schedule & Work Environment:

• Hours: Youll need overlap with 9am-6pm EST (Monday-Friday). Exact start/end times are flexible, but consistent availability during US business hours is required.
• Fully Remote: Were a 100% remote team. Youll collaborate via Slack, Basecamp, and Zoom.
• Tools Youll Use: Shopify, Klaviyo, Zoho Desk, Basecamp, Slack, Loom (for video explanations), Google Workspace

Compensation & Growth:

• Salary: $1100 - $1,500 USD/month (depending on experience) + 13th Month
• Growth Path: This role has clear upward mobility. As you master support, you could transition into more development work and specialize in Klaviyo/automation strategy.

Our Culture: Do You Fit?

Read these carefully. If they resonate, youll love it here. If they feel forced, this isnt the right fit.

• We innovate daily. Youll be expected to improve how we do support—whether thats creating better macros, suggesting automation, or writing help docs.
• We have high initiative. You dont need permission to solve problems. If a client asks for something reasonable and you can do it, do it.
• Were teachable. None of us have arrived. Youll learn from our team and even from clients who surface edge cases youve never seen.
• We believe in our impact. Our work transforms real businesses. A boutique owner in Texas just had her best online sales month ever because of the site we built. That matters.
• We work hard—and have fun doing it. This role will challenge you. But if youre the kind of person who gets satisfaction from turning a panicked client message into a solved problem, youll enjoy the work.
• We own our outcomes. Mistakes happen. When they do, we fix them, learn from them, and move forward. No blame culture, but no hiding from responsibility either.

Red Flags (Please Dont Apply If...):

• Youve only worked on your own Shopify stores (no client-facing experience)
• You can code but struggle to explain technical concepts in simple terms
• You need constant direction and get paralyzed when things are unclear
• Youve job-hopped every 6 months (were building for the long term)
• You view support work as "beneath you" (this role is 80% support, 20% dev)

How to Apply

Fill out the application form on https://madebycapital.com/careers/shopify-support-developer:

1. Your Resume (PDF preferred)
2. Links to 2-3 Shopify stores youve worked on (live sites preferred; explain your specific contributions)
3. A Loom Video (3-5 minutes) where you:

• Introduce yourself and explain why youre interested in this role
• Walk through a Shopify store youve worked on (show theme customizations, metafields, or integrations youve implemented)

Applications without the Loom video will not be reviewed. We want to see how you think and communicate, not just read a resume.

What Happens Next?

• Step 1: Well review your application.
• Step 2: If youre a potential fit, well schedule a Zoom interview with our (COO) and Senior Developer.
• Step 3: Final interview, reference checks, and (hopefully) an offer.

Start Date: Were looking to fill this role by December 15.

Ready to own this role? Were excited to meet you.