G7/24 ECRT S - Implementations & Support Specialist

Real opportunities. Real impact. Your career, redefined.

(NOTE: A human reviews every application at Oceans, so please apply for only one position and only once a year - if you're a better fit for another role, we’ll route your application accordingly and if we’re not quite ready for you, we’ll reach back out later).

At Oceans, we believe that talent knows no boundaries. That’s why we connect the best and brightest professionals with career-defining opportunities that challenge, inspire, and accelerate their career growth. Our community, whom we call Divers, don’t just work—they dive deep, solve complex challenges, and make a real impact with global industry leaders. And in doing so, they don’t just support bold ideas - they expand their skills, broaden their expertise, and grow their careers.

We’re hiring an Implementations & Support Specialist to partner with our client, a fast-growing climate technology application supporting online retailers in achieving their sustainability goals. This role is critical to ensuring merchants go live smoothly with post-purchase products, primarily through a Shopify-integrated widget, while providing first-response support to maintain merchant satisfaction and operational stability.

If you are detail-oriented, technically inclined, and thrive in a fast-paced environment where you can own implementation workflows end-to-end, this role is designed for you.

Accountability

As an Implementations & Support Specialist, your success will be measured by your ability to execute seamless merchant onboarding, monitor post-launch health, and respond rapidly to technical issues that arise. Here’s how you’ll make an impact:

Implementation Execution

• Own widget placement and configuration on merchant sites based on sales-submitted requests.
• Make light edits to HTML, CSS, and JavaScript to resolve display issues such as side carts, third-party carts, or shadow DOM conflicts.
• Troubleshoot Shopify app conflicts, theme quirks, or edge cases to ensure seamless integrations.
• Maintain and communicate accurate onboarding progress through pipeline stages, pushing merchants live upon completion.

Cross-Functional Coordination

• Serve as the primary implementation contact for the Sales team, looping in Customer Success as needed.
• Collaborate with Engineering when technical escalations are required, ensuring timelines remain on track.
• Support Sales-driven urgent timelines while maintaining clear, proactive communication across teams.
  

Widget Health Monitoring & Support

• Monitor alerts related to widget health (e.g., low adoption rates, install issues) and act quickly to resolve issues before escalation.
• Run and triage daily monitoring processes to catch broken or missing widgets.
• Act as the first line of defense for merchant-reported widget issues, diagnosing and escalating when necessary.

Colleagues

You’ll work closely with the sales and engineering team, and work with other stakeholders on various projects, as necessary.

At Oceans, you’ll also receive guidance and support from our Operations Manager, who will help you succeed in the role and ensure that you’re continuously growing and developing in your career.

Skills & Qualifications

At Oceans, we believe in T-shaped individuals - those who bring deep expertise in one area, paired with broad curiosity and interests. As an Implementations & Support Specialist, your vertical strength will be in technical onboarding and implementation execution, while your horizontal interests may include cross-functional collaboration and process improvement.

To excel in this role, you should have:

• Language Skills: Professional fluency in English with clear, thoughtful communication.
• Experience: 4–6 years in a support, implementation, or technical onboarding role.
• Technical Knowledge: Basic familiarity with HTML, CSS, and JavaScript for troubleshooting minor issues.
• Attention to Detail: Ability to manage multiple onboarding workflows accurately and proactively flag issues.
• Communication: Clear communicator who can set expectations, explain technical steps in merchant-friendly language, and translate technical issues for non-technical stakeholders.
• Collaboration: Comfortable working cross-functionally to unblock issues and drive timelines forward without creating friction.
• Problem-Solving: Solution-oriented and adaptable, navigating ambiguity, edge cases, and product gaps with creativity.
• Domain Knowledge: Experience with Shopify or other e-commerce platforms, and familiarity with post-purchase apps (returns, tracking, protection) is an added advantage.

Diversity of experience is core to Oceans. You are expected to work inclusively with individuals from a variety of backgrounds, ensuring that both personal and collective dignity are supported.

During the interview process, you’ll have the opportunity to showcase your skills in the following areas:

• Implementation Management: How do you manage onboarding workflows and ensure timely merchant launches?
• Technical Troubleshooting: How do you diagnose and resolve minor technical issues in real-time?
• Cross-Functional Communication: How do you collaborate with Sales, Engineering, and Customer Success to maintain timelines?
• Widget Monitoring: How do you proactively identify and address post-launch issues?
• Problem-Solving: How do you handle ambiguity and edge cases during implementation?

Role Specifications

This is a remote role, where you will be expected to work a split shift with some overlap with our client’s time zone. You will, however, be expected to be present for in-person training programs during your first 90 days with us. During the offer process, we’ll share more information about our benefits and compensation philosophy, considering both market trends and individual factors.

About Oceans

At Oceans, we build remote teams that connect the world’s top 1% of talent with visionary leaders. With us, you’re not just doing a job—you’re redefining your career with opportunities designed to unlock your potential. We welcome the chance to discuss the complementary parts of our business during your interview process and encourage questions about where we are and where we are going.