--- title: 'Technical Support Agent - UK at Tapcart Inc.' canonical: 'https://feeny.ai/job/technical-support-agent-uk-tapcart-inc-london-wcfhjx4xf82e' type: 'job' last_seen: '2026-09-09' --- # Technical Support Agent - UK at Tapcart Inc. - **Company:** Tapcart Inc. - **Location:** London, United Kingdom - **Compensation:** £75k–£85k - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-09-04 - **Last confirmed live:** 2026-09-09 - **Apply:** https://jobs.ashbyhq.com/tapcart/8c3da732-eb74-43c0-986a-43cfd81e8682 ## Job description ## ABOUT TAPCART At Tapcart, we believe every brand needs a direct relationship with their customers, one they actually own. We are the mobile commerce engine that powers shopping for Shopify's fastest-growing brands. $15B+ in revenue processed. 200M+ shoppers worldwide. Brands like Oh Polly, Bo+Tee, Princess Polly, Béis, and Forever 21 rely on us to power a large portion of their revenue. We're a lean team with minimal management and big autonomy. Everyone here solves problems end to end and stays close to the product. We use our own platform, we talk to merchants daily, and we ship constantly. Backed by Shopify, Silver Lake, and other top VCs. Profitable and growing. This is our first support hire in the UK. Today our European merchants wait until California wakes up. You're the fix for that, and you'll shape how we build support around you. If you want a place where you own real outcomes, not just a queue, you'll fit in. WHY JOIN TAPCART WHEN YOU HAVE A SEA OF OTHER OPTIONS? - You'd rather be the person who solves it than the person who routes it. - You want to build the playbook for a new region, not inherit someone else's rota. ## WHAT YOU'LL BE WORKING ON AT TAPCART - Own the support queue end to end during European hours. Triage, reproduce, resolve, follow up. - Debug across Shopify themes and APIs, our React Native apps, checkout, and integrations like Klaviyo, Algolia, Yotpo, and Recharge. - Reproduce issues using device simulators, Proxyman or Charles, browser dev tools, and log readers. Capture clean repro steps and well scoped Asana tickets so engineering can act fast. - Use AI daily as part of how you work. Agents for research and debugging, and your judgment on what gets automated next. - Train Fin and build out the Help Center so the same question stops reaching a human twice. - Tell Product what merchants keep hitting, and push for it to get fixed. ## COVERAGE & SCHEDULE This role is built for European coverage. You'll work standard UK business hours with a daily two to three hour overlap with our US Support team in your late afternoon. That window is for warm handoffs of in flight tickets, weekly team syncs, and live coaching. ## QUALIFICATIONS - 3 to 5 years of technical support experience, ideally in a SaaS or ecommerce environment supporting mid-market or enterprise customers. - Strong working knowledge of Shopify (themes, admin, APIs) and the mobile app ecosystem (App Store and Google Play submissions, builds, releases). - Comfort triaging issues across web and native mobile, with hands-on troubleshooting using tools like Proxyman, Xcode and Android simulators, and browser dev tools. - Proficiency with helpdesk platforms (Intercom, Zendesk, or Gorgias) and ticketing tools like Asana or Jira. - Excellent written and verbal communication, with the ability to make complex technical issues feel simple to a non-technical merchant. - Disciplined ticket hygiene and the ability to manage a queue with competing priorities in a fully remote, async first environment. - A bias toward documenting what you learn so the rest of the team and our merchants benefit. - Right to work in the UK. ## SALARY RANGE OTE £75,000 to £85,000, commensurate with experience. ## BENEFITS Competitive salary. Employer-contributed private medical through our UK EOR. Workplace pension. Flexible time off plus UK bank holidays. Remote-friendly. Home office stipend. Quarterly merchant stipend. Lots of swag drops. ## About Tapcart Inc. ## Company Overview - **One-liner**: Tapcart is a mobile commerce platform that enables Shopify brands to build, manage, and optimize fully personalized mobile shopping apps. - **Entity Type**: Private (Series B – latest round $65M led by Left Lane Capital) - **Headquarters**: Santa Monica, California, United States - **Founded**: 2017 - **Founders**: Eric Netsch (Founder & CEO) ## Core Business - **Primary industry**: Technology, Information and Internet (e-commerce infrastructure) - **Target customers**: B2B – Shopify merchants ranging from emerging DTC brands to established labels (2,000+ brands including LSKD, Shoe Palace, BÉIS, Princess Polly, BYLT Basics) - **Mission/purpose**: “Empower brands to create mobile moments that matter” (LinkedIn); website tagline: “Welcome to the future of mobile commerce” ## Products & Services - **Mobile App Builder (Tapcart Platform)**: No-code app design and management for Shopify stores – fully custom storefronts with loyalty centers, custom onboarding, and limitless design flexibility. - **AI-Powered Marketing Suite**: Includes AI push notifications, personalized “For You” feeds, in-app pop-overs, segmentation, A/B testing, and automated campaign workflows. - **AI Autopilot**: Agentic AI that syncs content, surfaces recommendations, and manages the app autonomously. - **Personalization Engine**: 1:1 shopper experiences based on behavioral data (searches, taps, cart adds) from over 100M processed orders. - **Developer Tools**: New developer docs and APIs for deeper customization. All offerings are SaaS (cloud-based, subscription). ## Market Standing - **Valuation / Market Cap**: Not publicly disclosed - **Key Metric**: Total funding – $84.1M raised across 5 rounds (Seed rounds 2018/2019, Series A $10M in 2020, Series B $65M in 2021) - **Notable Investors / Partners**: Left Lane Capital (lead Series B), SignalFire (lead Series A), Greycroft (lead Seed), Luma Launch, Shopify Ventures (portfolio company) - **Growth Signals**: - Processed over $9 billion in sales for DTC brands - 28 million+ hours spent shopping in Tapcart-powered apps - 2,000+ merchant customers - Headcount: 73 employees (operates in 5 countries), though down 20% YoY - Active hiring (5 open roles as of mid-2026), with +25% monthly job posting growth ## Competitive Advantages - **Deep Shopify integration** – built specifically for Shopify merchants, leveraging Shopify’s ecosystem and data. - **AI-driven personalization at scale** – uses proprietary data from over 100M orders to tailor every shopper’s experience (feeds, offers, notifications). - **“Autopilot” capability** – reduces manual merchandising and campaign management, a moat as competitors may lack such autonomous features. - **Large reference customer base** – proven with top DTC brands, creating network effects and trust. ## Strategic Focus - **AI-first automation** – making app management fully autonomous through agentic AI (AI App Studio, Autopilot). - **Expanding marketing suite** – adding loyalty centers, custom onboarding, and deeper personalization tokens. - **Remote-first scaling** – maintaining a distributed team across the US, India, Argentina, Portugal, and Canada. - **Developer experience** – new developer docs to attract technical teams and extend platform capabilities. ## Why Work Here - **Remote-first culture** – “Work, your way, wherever you are” – home office setup budget provided. - **Benefits**: Health & wellness coverage (medical, dental, vision + HSA), 401(k), equity, flexible PTO, 11 paid holidays, paid parental leave (birthing, non-birthing, adoption, foster). - **Perks**: Shopping stipend to use on Tapcart merchant apps, one-time home office stipend. - **Culture**: “Wildcards welcome” – values include “Caring” and emphasis on impact at the intersection of tech, commerce, and entrepreneurship. - **Engineering focus**: Senior React Mobile Engineer, Senior Fullstack Software Engineer roles open; small engineering team (25 technical staff) offers ownership and visibility. - **Interview process**: 3 steps (intro chat, hiring manager, team meet) – designed to be smooth and transparent. ## Sources 1. [tapcart.com](https://www.tapcart.com/) – product features, AI capabilities, customer metrics 2. [tapcart.com/careers](https://www.tapcart.com/careers) – benefits, remote policy, open roles 3. [linkedin.com/company/tapcart](https://www.linkedin.com/company/tapcart) – company details, funding, headcount, executives, financials 4. [builtin.com/company/tapcart/faq/workplace-perception](https://builtin.com/company/tapcart/faq/workplace-perception) – workplace perception (2026) ## Other roles at Tapcart Inc. - [AI Ops Engineer - GTM](https://feeny.ai/job/ai-ops-engineer-gtm-tapcart-inc-santa-monica-4c7jnmhgergv) — Santa Monica, CA - [Strategic Account Executive (NY/LA)](https://feeny.ai/job/strategic-account-executive-ny-la-tapcart-inc-santa-monica-z46x4he0kgnt) — Santa Monica, CA - [Senior Account Executive (NY/LA)](https://feeny.ai/job/senior-account-executive-ny-la-tapcart-inc-santa-monica-pd3j4eg0nd0j) — Santa Monica, CA - [Account Executive (NY/LA)](https://feeny.ai/job/account-executive-ny-la-tapcart-inc-santa-monica-8p9vj236gdcn) — Santa Monica, CA - [Demand Gen Director](https://feeny.ai/job/demand-gen-director-tapcart-inc-united-states-3psj4w9ssewr) — United States - [Sr. React Native Engineer](https://feeny.ai/job/sr-react-native-engineer-tapcart-inc-santa-monica-rcsh307wypah) — Santa Monica, CA - [Sr. Full Stack Engineer](https://feeny.ai/job/sr-full-stack-engineer-tapcart-inc-santa-monica-yk3402gsv6pn) — Santa Monica, CA - [Sr. Product Engineer](https://feeny.ai/job/sr-product-engineer-tapcart-inc-santa-monica-4pas5shcy9es) — Santa Monica, CA - [Sr. AI Engineer](https://feeny.ai/job/sr-ai-engineer-tapcart-inc-santa-monica-6xxtasy9tfe1) — Santa Monica, CA - [Sr. Software Engineer](https://feeny.ai/job/sr-software-engineer-tapcart-inc-santa-monica-j13t4y6sqymn) — Santa Monica, CA