Keeyu are building the AI Agent that detects and fixes fulfilment issues before a customer ever needs to ask, “Where’s my order?”

Whether it’s a stockout, payment failure, or delivery delay, Keeyu plugs into the systems brands already use and resolves the problem at the source — automatically. This means fewer support tickets, faster resolutions, and smoother operations for CX and ops teams.

We’re defining a new category: Proactive E-commerce Operations.

We’re backed by Rampersand, Archangel, Startmate, and Empress Capital, and trusted by brands like Rebel Sport, Camilla, Helly Hansen and Decjuba.

If you believe the best customer experience is when nothing goes wrong — and you’re passionate about AI that actually works behind the scenes — you’ll feel at home here.

What You'll Do?

As our first Support Specialist, you'll own the post-sale experience — getting customers live fast and keeping them successful.

You'll bridge Product, Engineering, and customers — driving rapid go-lives and solving issues across the full eCommerce stack: storefront to delivery.

Customer Onboarding

Own onboarding end-to-end — from deal close to successful go-live

Deliver async onboarding — checklists, walkthroughs, video recordings

Coordinate internal teams — ensure fast, smooth deployment

Identify blockers early — keep customers informed and moving

Drive friction-free onboarding — every customer live with minimal effort

First-Line Support

Handle all inbound issues — operational and technical

Triage and escalate — document clearly, route correctly

Close the loop — keep customers informed, reduce response times

Integration Support

Validate integration data — store prefixes, fulfilment logic, returns platforms

Track setup progress — remove blockers, maintain momentum

Understand data flows — know what to check when systems break

Build knowledge base — document integration requirements for reuse

Documentation & Process

Own customer-facing docs — help centre, onboarding guides, workflows

Refine internal processes — collaborate with Product on support playbooks

Surface process gaps — share repeat issues to drive product priorities

Billing & Subscription Support

Handle billing queries — renewals, payments, plan changes

Track subscription health — monitor failed payments, usage patterns

Manage financial processes — credits, refunds, reconciliations with finance

Maintain billing records — accurate activity tracking

Feedback Loop

Capture customer insights — from onboarding, tickets, training sessions

Surface patterns to Product — organise recurring feedback themes

Track feature outcomes — monitor impact of requested improvements

Analyse usage data — identify trends, pain points, engagement gaps

Be the customer voice — share learnings with Product and Engineering

What You'll Bring?

You solve customer problems fast and understand eCommerce operations deeply. You're technical enough to debug integrations and business-savvy enough to optimise workflows.

2+ years customer onboarding/support — preferably B2B SaaS

Deep eCommerce knowledge — Shopify, ERPs, WMS, 3PLs, returns platforms

Clear communication — written and verbal, technical and non-technical audiences

Async-first mindset — remote teams, documentation, self-direction

Independent execution — work autonomously while keeping stakeholders informed

Support tools fluency — ticketing, knowledge bases, customer success platforms

eCommerce or retail SaaS experience — multi-channel operations background

What's In It For You?

Own the customer journey — from day one

Cross-functional impact — work with product, engineering, finance

Build scalable processes — shape how we grow

Full remote flexibility — async-first culture

Competitive package — salary, equity, learning budget