• Provide responsive, accurate technical support to merchants via email, live chat, and phone during AEDT/AEST business hours, with a planned overlap window with our US team for handoffs. • Own the support queue end-to-end during APAC hours — triage, troubleshoot, resolve, and follow up. • Troubleshoot app behavior, Shopify integrations (themes, scopes, checkout), and third-party integrations like Klaviyo, Algolia, Yotpo, and Recharge. • Investigate issues across the Tapcart stack — including our React Native iOS/Android apps, Toolshed (our internal admin tool), and merchant builds in Bitrise. • Reproduce issues using device simulators, Charles/Proxyman, browser dev tools, and log readers; capture clean repro steps so engineering can act fast. • Triage and escalate bugs with well-scoped tickets in Asana as needed. • Proactively follow up on unresolved issues, communicate product changes that affect merchants, and surface trends to Customer Success and Product. • Contribute to our Intercom Help Center articles, internal Confluence runbooks, support macros, and Fin-powered AI workflows so we keep raising the floor on self-service. • Be the merchant's voice internally — share patterns, friction, and feature gaps with Product and Engineering and advocate for prioritization.

• Manage technical support tickets from intake through resolution, with an initial focus on Thunderbird’s subscription products. • Provide timely, thoughtful, and empathetic support that helps users feel heard, understood, and effectively supported. • Troubleshoot Level 1 and Level 2 technical issues, including account setup, email configuration, SMTP, IMAP, JMAP, DNS, email authentication, and Thunderbird desktop client issues. • Triage incoming requests to determine whether the issue is user error, configuration-related, a product bug, or a feature request. • Escalate complex issues with clear reproduction steps, logs, environmental details, and user impact. • Maintain accurate and complete support records in Zendesk or similar systems. • Monitor and respond to technical questions in Thunderbird community forums. • Monitor and respond to app store reviews, initially for Android and later for iOS. • Identify recurring user pain points, documentation gaps, product confusion, and emerging trends across support channels. • Share systemic issues with support leadership, product, engineering, or documentation teams so we can improve the experience for all users. • Create and maintain user-facing documentation, FAQs, troubleshooting guides, and internal support playbooks. • Help support Thunderbird ideas, feedback, or community engagement channels. • Participate in an on-call rotation, generally one week at a time, with cadence depending on team size and operational needs.

• Manage technical support tickets from intake through resolution, with an initial focus on Thunderbird’s subscription products. • Provide timely, thoughtful, and empathetic support that helps users feel heard, understood, and effectively supported. • Troubleshoot Level 1 and Level 2 technical issues, including account setup, email configuration, SMTP, IMAP, JMAP, DNS, email authentication, and Thunderbird desktop client issues. • Triage incoming requests to determine whether the issue is user error, configuration-related, a product bug, or a feature request. • Escalate complex issues with clear reproduction steps, logs, environmental details, and user impact. • Maintain accurate and complete support records in Zendesk or similar systems. • Monitor and respond to technical questions in Thunderbird community forums. • Monitor and respond to app store reviews, initially for Android and later for iOS. • Identify recurring user pain points, documentation gaps, product confusion, and emerging trends across support channels. • Share systemic issues with support leadership, product, engineering, or documentation teams so we can improve the experience for all users. • Create and maintain user-facing documentation, FAQs, troubleshooting guides, and internal support playbooks. • Help support Thunderbird ideas, feedback, or community engagement channels. • Participate in an on-call rotation, generally one week at a time, with cadence depending on team size and operational needs.

• Lead and develop the support team, promoting training, alignment, and a culture of excellence in customer service; • Design, standardize, and optimize customer service and technical support processes; • Monitor performance, quality, and customer satisfaction metrics, driving continuous improvement initiatives; • Manage the prioritization and handling of tickets and bugs in coordination with product and technology teams; • Collaborate with other departments (Sales, Customer Success, Implementation) to ensure a positive customer journey; • Promote the use of tools and automations that increase team productivity and enhance the customer experience; • Serve as a technical and behavioral reference within the area, ensuring alignment with the company culture; • Support other activities related to the department and the team's demands.