An on-demand support team for your shopify app.
Shopify Expert Support for $10/hour. Scale up when tickets spike, scale down when they don't. No full-time hire, no retainer tier to outgrow.
Marta K. · Shopify Plus · Dawn 15.2
One ticket, start to finish. Click a step.
The problem
Twenty tickets a month is fine. Two hundred is a growth ceiling.
Support does not break all at once. It breaks in four specific ways, and each one costs you more than an evening.
The inbox eats the roadmap
Tickets arrive all day, so building the product and finding new merchants get pushed to whatever is left of the evening.
Slow replies turn into 1-star reviews
A merchant waits two days for an answer. Some of them stop waiting and write about it on your listing instead.
Your merchants don't sleep when you do
A store in Berlin hits a bug at 2am your time. It sits unread until morning, and by then they have opened a second ticket.
Hiring for it is a project of its own
Someone who already knows Shopify, Liquid and app embeds is hard to find, slow to interview and expensive to keep busy.
What we do
Six ways support leaves your desk
All of it handled by Shopify experts - real people who already know themes, embeds and checkout - on a flat block of hours each month. Not bots, and not billed per ticket.
24/7 app support
Your merchants get a real answer at 2am their time - not whenever you next open the laptop.
Email support
Every email answered in your tone, from your playbook. You stop babysitting the inbox.
Live chat
A real person in the widget while the merchant is still in your app, guiding them through it.
Social media support
Frustrated tweets and “how does this work?” DMs get a fast, warm reply - in public, before they harden.
Bug reporting
Bugs reach your engineer with repro steps, versions and logs attached. Clear signal, not noise.
Helpdesk management
Tickets sorted, tagged and moving. The queue stays clean without you opening it.
The handover
From first call to fully covered in five weeks
Three steps, and you are only hands-on for the first one. Nobody drops into your inbox on day one and starts guessing.
- 01Week 1–4
A Shopify support expert learns your app and writes the docs
They install it on a test store, work through every setting and flow, and read your existing tickets. Then the internal docs get written: the questions merchants ask most, the approved answer for each, your tone and your policies.
You end up with: a support playbook in your words, reviewed by your team
- 02Week 5
We start answering your merchants
Day-to-day support runs inside the help desk you already use, under your name. Severity levels, escalation rules and refund limits are agreed before the first live ticket.
You end up with: a one-page list of what still comes to you
- 03Ongoing
Feedback and improvement, every week
A weekly summary, monthly reports, and a sample of replies reviewed for quality. Repeat questions become help articles, and recurring product issues go to your team with the details attached.
You end up with: fewer repeat tickets, and the reasons why
Instead of hiring
A Shopify-native expert for $10 an hour
Flat rate. No recruiter, no payroll, no three-month ramp. The same trained people answer your merchants every day - they are just not on your books.
No setup fee · No per-ticket charge · Change hours any month
Book a 30-minute callCost
Salary, benefits and payroll - every month, busy or quiet
$10 an hour, only for the hours you book
Time to useful
A job post, a pile of interviews, then months of training
Five weeks, and we run the training
Shopify knowledge
You teach it, in the hours you do not have
Already there on day one - themes, embeds, checkout, the lot
Coverage
One person, one time zone, one holiday calendar
Round the clock, weekends included
A quiet month
You pay exactly the same
You book fewer hours
If they leave
You start the entire thing over
Our problem. Your queue never notices
The questions we always get
If yours is not here, ask it on the call. We would rather answer an awkward one early.
Who actually answers my merchants?
A named person on our side, with a backup who has also been through your onboarding. You will meet them before they send a single reply, and you can veto anyone. We do not rotate a pool of strangers through your inbox.
What if you get something wrong?
We will, at some point. When it happens we tell you before you find out from the merchant, we fix the reply, and the thing we got wrong goes into the playbook so it does not happen twice. During the shadow weeks you see every draft, which is where most of the wrong answers get caught.
What stays with my team?
Roadmap calls, refunds above whatever threshold you set, anything touching merchant data, and any conversation where a merchant is genuinely angry with your company rather than confused by a feature. We write that list down in week two and stick to it.
How do you learn the app?
We install it on a test store and try to break it, read your existing tickets, and write down every question we could not answer ourselves. Then we ask you those, in one batch, rather than pinging you for a month.
Can we stop?
Thirty days notice, and the playbook and knowledge base are yours to keep - they are written in your account, not ours. If you bring support back in-house, whoever takes it over inherits everything we wrote.