Come shape the future of commerce built for passion with us!

What’s commerce built for passion? It’s a fair question, especially since EQL is the first of its kind.

We're building commerce for brands that don't just have customers, they have fans. Where the passion that surrounds products is off the charts, but also means the experience has traditionally gone off the rails with lackluster experience—sites crashing, bad actors, empty carts. If you’ve ever tried to get your hands on a pair of Jordans, coveted handbags, Taylor Swift tickets, or a ticket to a footy final, you know what happens next.

Fans and bots rush the retailer’s site. The thing you thought you had in your cart disappears. You desperately click ‘next’, and after staring at a spinner for the longest time, you get forcibly logged out and end up back on the homepage. Five minutes later, you’ve got a pending charge on your credit card but nothing to show for it. Soon you’ll be turning to the resale market in desperation…

This is where EQL comes in. We’re on a mission to build the world’s first and fairest launch platform for both fans and retailers.

Our platform helps global brands and retailers maximize these high-intensity retail moments. We provide hype-scale infrastructure, bot and scammer detection and robust checkout management so that sites don’t crash, scammers are squeezed out, and REAL fans win. We do this using a bunch of extremely cool and innovative technologies, and we’re constantly iterating to improve the fan experience. We’ve raised capital from leading VCs and angel investors across the world who believe in our mission and who are as excited about solving this pain for our customers as we are.

Who we are

EQL is a place where people can thrive and bring their whole selves to work while solving some really cool challenges. It’s fun, it’s hard, it’s the bravest thing we’ve done, and we are looking for brilliant people to do it with us. We know that we’ll win by building a company of talented, curious people to help us tackle the gnarly hurdles we know are coming. Over the last 12 months we’ve already managed to find some of the best, brightest, and most importantly kindest out there and we want to continue that trend! If you think you might be one of these people, we’d love to have you on board.

We know that when applying for jobs, it is very common for people, particularly women or those from minority groups, to focus on their gaps and weaknesses, rather than their strengths. If you’re passionate about EQL’s mission but you don’t feel totally confident you meet all our selection criteria, we strongly encourage you to apply anyway.

What you’ll do

We are looking for a Customer Success Associate to help support and grow our community of small-to-medium business clients. In this role, you'll play a key part in onboarding new partners, guiding them through our retailer portal and Shopify app to ensure a smooth and successful post-sale experience. You'll build strong relationships with e-commerce and operations teams, offering practical guidance and support to help them thrive on our platform – in addition to working with some of the legends we’re lucky enough to call colleagues. We know there’s a lot that goes into it, including:

Support the onboarding and ongoing success of our small-to-medium business clients by guiding them through our retailer portal and Shopify app to ensure a seamless post-sale experience
Conduct post-launch check-ins and participate in retrospective calls to ensure clients feel confident and well-supported using our platform
Build strong relationships with client teams—primarily e-commerce and operations stakeholders—by understanding their goals and addressing their day-to-day needs
Promote best practices on our platform by sharing helpful tips, resources, and actionable guidance to enhance the client experience
Use tools like Gmail and Zendesk to respond promptly to client inquiries, resolve issues, and share documentation clearly and efficiently
Collaborate with internal teams (e.g., Product, Support, Sales) to escalate client feedback and share insights that drive continuous improvement
Develop a deeper understanding of verticals such as Luxury Goods, Streetwear, Fashion & Apparel, and Collectibles & Ticketing to better empathize with client challenges and identify growth opportunities

Who we look for

We focus on hiring values-aligned people because we believe the right person can learn everything to be successful in their role. We know that self-belief plays a big part in what you apply for, so we encourage everyone to apply even if they feel nervous about doing so. We don’t require degrees for any roles and we won’t pass judgement on career gaps or changes!

We believe you’ll succeed in this role if you have:

1–2 years of experience in a client support or customer-facing role (Customer Success, Support, or Retail), with a strong interest in growing within a SaaS environment
Willingness to learn the basics of how customers integrate with platforms like Shopify, familiarity with support tools such as Zendesk is a plus
Clear and professional communication skills—both written and verbal—with a focus on tone, clarity, and responsiveness
A collaborative mindset and eagerness to learn from senior team members while actively contributing to team objectives
Curiosity about the industries we serve and a genuine interest in understanding what drives our customers and their communities

What we offer

Fairness is not just something for our fans and retailers - it’s part of who we are which is why:

We provide equity in EQL - we want our team to have skin in the game and to be as invested as we are in EQL’s success. We want the people that will make EQL successful to share in that success
We provide competitive compensation and evaluate the market to ensure that remains true. The salary for this role is up-to $80,000 USD.
We provide a flexible work environment because we understand that everyone works differently and want to support our team to be their best
We provide generous time off above and beyond what we are required to because we know that well-rested people make better decisions and are more engaged - when you thrive we thrive
When you want to collaborate in person with other humans, we have a workplace that welcomes the whole team including their furry friends.

At EQL, diversity, equity and inclusion are fundamental to how we grow and operate our business. We’re building a diverse workforce that cultivates and supports all individuals. We believe a culture of equality creates a stronger work environment for all employees and that we are all accountable for encouraging and celebrating diverse voices. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, colour, gender, sexual orientation, age, disability status, marital status, caring responsibilities, pregnancy status, religion, political opinion, national or social origin.

EQL

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