Support Automation Engineer, Judge.me
Full Stack Developer
£60-90k
+ Monthly Performance Bonus
2 days a week in office (Shoreditch, London)
Re-building trust between merchants and consumers
Be an early applicant
Re-building trust between merchants and consumers
21-100 employees
Be an early applicant
£60-90k
+ Monthly Performance Bonus
2 days a week in office (Shoreditch, London)
21-100 employees
Company mission
A World Trading With Confidence.
Role
Who you are
- 3+ years of full-stack development experience
- Strong API development and integration expertise, including REST and GraphQL
- Experience with JavaScript, HTML, and CSS
- Familiarity with database design and implementation
- Experience building and deploying scalable web applications
- Understanding of RESTful API design principles
- Strong problem-solving abilities and analytical thinking
- Excellent communication skills with both technical and non-technical stakeholders
Desirable
- Proficiency in Ruby on Rails
- Experience with Intercom platform and API
- Knowledge of AI/ML technologies and implementations
- Familiarity with Jira and other support/workflow tools
- Understanding of the Shopify ecosystem and APIs
- Background in e-commerce or SaaS environments
- Knowledge of data visualization techniques and tools
- Experience with distributed systems
What the job involves
- We're seeking a Support Automation Engineer to revolutionize our customer support infrastructure and build technology solutions that 10x our support team's capabilities
- This role will be instrumental in creating and implementing technical integrations between our support systems and internal platforms, with a particular focus on optimizing our AI-powered support using Intercom's Fin AI
- You will work directly with the Head of Customer Support to transform our support function into a next-gen strategic growth engine through innovative technical solutions
- You'll join at a critical transformation moment working at the intersection of customer support and engineering. This presents a unique opportunity to develop innovative solutions that directly impact both customer experience and operational efficiency
- Every technical improvement you implement will contribute to our app store reviews - our lifeblood for growth. Your work will directly influence our position as the #1 app in the Shopify ecosystem
- You'll be at the forefront of AI implementation in customer support, pushing boundaries and exploring new possibilities with emerging technologies. You'll create systems that enable us to do more with less - leveraging your technical expertise to build solutions that scale without proportional resource increases
- Technical Integration & Development:
- Design and implement technical integrations between Intercom and internal systems
- Build custom solutions that enhance support efficiency and effectiveness
- Develop tools and automations that streamline support workflows
- Create scalable, maintainable code that supports our growing customer base
- Implement robust logging and monitoring to ensure system reliability
- Own and improve our internal web based admin tool
- AI & Automation:
- Optimise Intercom's Fin AI implementation to achieve 60-65% resolution rate
- Identify opportunities for automation across the support journey
- Research and implement emerging technologies that enhance customer experience
- Cross-functional Collaboration:
- Work closely with the Head of Customer Support to align technical solutions with strategic goals
- Collaborate with the wider engineering team to ensure integrations follow best practices
- Partner with Product teams to incorporate customer support data into product development
- Provide technical guidance to support team members for troubleshooting complex issues
- Create documentation that bridges tech
- Data & Analytics:
- Build data pipelines that extract meaningful insights from support interactions
- Develop dashboards and reporting tools that measure support effectiveness
- Implement A/B testing frameworks for support automation initiatives
- Use data to identify patterns and opportunities for proactive support
- Create predictive models that anticipate customer needs and potential issues
- Key Metrics You'll Own:
- Technical Efficiency Gains: Quantifiable time savings from automations and integrations
- System Reliability: 99.9% uptime for all support automation systems and integrations
- Time-to-Resolution: Technical contribution to reducing average resolution time through automation
Salary benchmarks
Our take
Founded in 2015, Judge.me is a review software provider enabling e-commerce brands to collect and display customer reviews. By showcasing this form of social proof, stores and businesses can increase sales and consumer confidence by leveraging authentic user-generated content (UGC) to boost conversions, traffic, and engagement.
Whilst there are other players, including Yotpo and Loox, Judge.me boasts an affordable and simple payment plan for its 500,000+ customers. The company holds the "Built for Shopify" status and continues to play a key role within the Shopify partner ecosystem
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Nov 2011
$0.1m
SEED
Total funding: $0.1m
Company benefits
- 🥗 Weekly team breakfast, lunch, dinner
- 🎭 Quarterly events
- ⏰ 'No overtime' culture
- 🧥 No dress code, wear whatever you want
- 🏡 Hybrid Remote/Office working
- 💻 Company laptop
- ⛑️ Private Health Insurance - Vitality
- 🎁 Perks at Work Account
- 💸 Salary Sacrificed Pension + Financial Wellbeing Support - Mintago
- 🏖️ 30 days leave + bank holidays
- 🌍 4 Weeks Working from Anywhere per year
Company values
- Work Hard and Be Dependable. Trust is built in the details. We deliver on every commitment, no matter how small, because we believe every interaction matters. Our consistency creates confidence for everyone in the commerce ecosystem
- Always Improving. The world of commerce never stands still – and neither do we. Our product will continuously evolve by learning directly from our community and market demands. This mindset ensures we're always moving forward, together
- Be Open. We thrive on diverse perspectives and honest dialogue. By approaching challenges with curiosity and receptiveness, we learn from each other and build better solutions together
- Be Down to Earth. Real connections matter. We believe in authentic, straightforward communication that makes everyone feel valued and understood. By staying grounded, we create an environment where genuine relationships flourish and trust naturally grows
- Teach what you Know. Knowledge multiplies when shared. From mentoring teammates to supporting our community, we believe that openly exchanging expertise and insights helps everyone succeed
Company HQ
London, UK
Articles
Leadership
David Freeman
(CEO)Previously Head of Crisis, Risk and Resilience at Amazon, and COO at DirectID.
PJ Celis
(Founder and Chairman)Previously Head of Marketing at DocDoc Pte. Ltd.
People progressing
Anna started as a Data Scientist in 2021, before moving into Product Management in 2022. She has since been promoted to Lead the function as of July 2024.
Fabrizio joined as Head of Marketing in July 2024 and was quickly promoted to Chief Growth Officer in January 2025.
Shiny originally started as a Customer Support Agent in Vietnam in 2020, before becoming the Vietnam Team Lead in the same year. She is now Head of Support!
Diversity, Equity & Inclusion at Judge.me
- At Judge.me, we are inspired by the diverse and unique backgrounds and perspectives of each and every one of our team. We always hire the best candidate, regardless of their age, identity, or background. We are proud to have a super diverse workforce and employees from a wide variety of backgrounds and experiences.
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