Storefront QA & Incident Manager (Client-Facing)

Storefront QA & I ---------- Manager (Client-Facing)
Fulltime | Remote

Schedule and Availability
This role requires coverage for a weekend-based shift schedule, expected to be Thursday through Monday. Candidates should be comfortable supporting weekend operations, monitoring storefront health, and managing client i ---------- during these days

Role Overview
We are seeking a detail-oriented QA & I ---------- Manager to monitor and maintain the operational health of a large-scale Shopify retail environment while serving as a trusted client-facing partner.

This role sits at the intersection of quality assurance, ecommerce operations, i ---------- management, technical support, and client success. You will proactively identify storefront issues, investigate reported i ---------- , communicate directly with client partners, coordinate cross-functional resolution efforts, and ensure storefronts remain reliable and customer-ready.

Beyond technical investigation, this role serves as a trusted operational partner by gathering discovery information, communicating issue status, managing expectations, and translating technical findings into clear business language.

Responsibilities

• Perform daily manual testing across storefronts to identify customer-facing issues.
• Validate product listings, SKUs, pricing, inventory, promotions, navigation, search, checkout, and customer journeys.
• Monitor alerts, dashboards, support queues, and error logs.
• Serve as a primary operational contact for client-reported storefront i ---------- .
• Conduct discovery conversations to understand reported issues, business impact, urgency, and reproduction steps.
• Investigate storefront i ---------- and determine root causes.
• Resolve issues within Shopify and related platforms.
• Coordinate engineering, QA, merchandising, and operations teams throughout i ---------- resolution.
• Provide proactive client updates, manage expectations, and communicate timelines.
• Translate technical findings into clear language for technical and non-technical stakeholders.
• Escalate engineering defects with detailed reproduction steps and impact assessments.
• Verify fixes through regression testing before closure.
• Own i ---------- from initial report through final resolution.
• Track recurring issues and recommend long-term operational improvements.
• Contribute to documentation, client-facing knowledge resources, QA checklists, and operational runbooks.

Requirements

• 2+ years of experience in QA, Ecommerce Operations, Website Operations, I ---------- Management, Technical Support, or related roles.
• Experience with Shopify and similar ecommerce platforms.
• Experience supporting clients through email , chat, phone, or video meetings.
• Excellent written and verbal communication skills.
• Strong discovery and investigative questioning skills.
• Ability to explain technical concepts to non-technical audiences.
• Experience documenting issues and creating high-quality bug reports.
• Experience prioritizing i ---------- based on customer impact.
• Ability to manage multiple priorities independently.
• Strong ownership, accountability, and follow-through.

Preferred Qualifications

• Shopify administration experience.
• Experience working directly with external clients or agency customers.
• Experience with Service Level Agreements (SLAs).
• Experience managing product catalogs and merchandising.
• Familiarity with browser developer tools and web debugging.
• Basic understanding of HTML, CSS, JavaScript, APIs, and web technologies.

Client Communication Expectations

• Build confidence through professional and proactive communication.
• Ask effective discovery questions before beginning investigation.
• Keep clients informed throughout the i ---------- lifecycle.
• Communicate technical concepts in language appropriate for non-technical audiences.
• Demonstrate empathy while remaining solution-oriented.
• Represent the company professionally in all written and verbal interactions.

What Success Looks Like
Success means identifying issues before customers encounter them, resolving them efficiently, reducing recurring defects, and becoming a trusted operational advisor to clients.

Clients should feel informed throughout every i ---------- , understand the status of their requests, and have confidence that issues are actively managed through resolution. High performers proactively identify risks, improve operational processes, and strengthen both the customer experience and storefront reliability.

What We Value

• Ownership and accountability
• Client-first mindset
• Attention to detail
• Clear, proactive, and transparent communication
• Continuous learning
• Team-first collaboration
• Curiosity and problem solving

Please fill out this intake form to be considered for the position: ----------