Full Stack Developer - Customer Experience Engineering at Judge.me
Closing the Trust Gap in E-commerce
Location: Remote with hybrid option (2 days in Shoreditch office near Old Street)
Salary: £60-90k dependent upon the value the successful candidate brings!
Our Mission: Fixing Trust in Commerce
For a decade, we've been on a mission to close the Trust Gap—commerce's most expensive problem. In a world where distance and digital interfaces separate buyers and sellers, we're building the definitive trust infrastructure that enables global trade to flourish.
We recognise that trust is not binary but a spectrum, and our work continually expands the boundaries of commerce itself. Each improvement we make enables transactions that previously wouldn't have happened, revealing new frontiers where trust can be further enhanced.
Our Impact Today
We've grown from an idea into the dominant force for trust in e-commerce:
- Shopify's #1 Review Solution: We've earned over 42k five-star reviews from merchants who rely on us daily
- Global Scale: More than 500k shops across 140+ countries use our platform
- Massive Reach: We process over 70 million orders monthly, generating 2 million+ verified buyer reviews
- Organic Growth: We've achieved 40% year-over-year growth purely through word of mouth—no paid marketing or sales teams needed
The Opportunity
We're seeking a Full Stack Developer to build and maintain critical internal systems that power exceptional customer experiences at scale. You'll architect and develop sophisticated tools, integrations, and AI-powered solutions that directly impact our position as the #1 app in the Shopify ecosystem.
This role sits at the exciting intersection of engineering and customer experience, where your code directly influences our app store reviews - our primary growth driver. You'll work closely with our Head of Customer Support to build next-generation systems that enable our team to deliver world-class support efficiently and effectively.
What Makes This Role Special
High-Impact Development: Every system you build directly affects customer satisfaction and business growth. Your technical solutions will be measured by real business outcomes.
Cutting-Edge AI Integration: Work at the forefront of AI implementation, optimizing and enhancing Intercom's Fin AI to achieve industry-leading automation rates while maintaining quality.
Scalable Architecture: Build systems designed to scale without proportional resource increases - the ultimate engineering challenge of doing more with less.
Full Ownership: Take end-to-end ownership of internal platforms, from conception through deployment and ongoing optimization.
Core Responsibilities
Technical Integration & Platform Development
- Design and implement robust API integrations between Intercom, internal systems, and third-party platforms
- Build and maintain our internal web-based admin tools and dashboards
- Develop scalable, maintainable full-stack applications that support our growing customer base
- Create custom solutions that enhance operational efficiency across the organization
- Implement comprehensive logging, monitoring, and alerting systems
- Ensure 99.9% uptime for all critical customer-facing integrations
AI & Automation Engineering
- Optimize and enhance Intercom's Fin AI implementation to achieve 60-65% automated resolution rates
- Build automation frameworks that streamline complex workflows
- Research, prototype, and implement emerging technologies that enhance customer experience
- Develop intelligent routing and escalation systems
- Create A/B testing frameworks for automation initiatives
Backend Development & Analytics
- Build backend systems that capture and process customer interaction data
- Develop dashboards and reporting tools that measure system performance and effectiveness
- Create analytics features that help identify patterns and opportunities for improvement
- Build data visualization components that make insights accessible to business stakeholders
- Design and maintain database schemas that support efficient querying and reporting
Cross-Functional Engineering Collaboration
- Reporting directly to the Head of Customer Support to translate business requirements into technical solutions
- Collaborate with the wider engineering team to ensure integrations follow best practices and architectural standards
- Partner with Product teams to incorporate customer insights into product development cycles
Key Success Metrics
- System Performance: Maintain 99.9% uptime for all customer-facing systems and integrations
- Automation Efficiency: Deliver measurable time savings through technical solutions and process automation
- Resolution Impact: Technical contribution to reducing customer issue resolution time
What You'll Bring
Essential Requirements
- Full-stack development experience with proven ability to ship production applications
- Strong API development expertise including REST, GraphQL, and third-party integrations
- Proficiency in JavaScript, HTML, and CSS with modern framework experience
- Database design and implementation experience (SQL and NoSQL)
- Experience building and deploying scalable web applications in production environments
- Understanding of RESTful API design principles and microservices architecture
- Strong analytical and problem-solving abilities with attention to system performance
- Excellent communication skills with both technical and business stakeholders
Preferred Experience
- Ruby on Rails proficiency (our primary backend framework)
- Intercom platform and API experience or similar customer communication platforms
- AI/ML technologies knowledge and practical implementation experience
- Jira, support tools, and workflow automation experience
- Shopify ecosystem and API familiarity (we're deeply integrated with Shopify)
- E-commerce or SaaS environment background with understanding of customer support operations
- Data visualization and analytics tools experience
- Distributed systems and cloud architecture experience
Please don't hesitate to apply if you miss a few criteria but you believe you can make a strong impact.
Our Culture: Results-Driven Excellence
We reward exceptional performance and are building a team that consistently pushes for better results. Success here means finding innovative ways to achieve more with our existing resources. We value time above all else—it's our scarcest resource. We budget time more strictly than money, establishing short feedback loops and breaking initiatives into their smallest units of value.
Our international team brings diverse perspectives to every challenge. We believe in lifting each other up through active knowledge sharing because our collective strength determines our success. We combine ambitious goals with pragmatic execution, creating sustainable high performance through better processes, not longer hours.
Your Package
The Essentials
- £60-90k DOE + Monthly Business Performance Bonus
- 30 days holiday + bank holidays
- Private health insurance (Vitality)
- Brand new Macbook, access to equipment as required
- Financial Wellbeing + Salary Sacrifice Pension via Mintago
Flexible Working
- Hybrid setup: 2 office days (Tues/Thurs), 3 remote
- Modern Shoreditch office near Old Street
- No overtime culture
- Casual dress code
- Work from Anywhere (4 weeks per year)
Team Life
- Weekly team meals
- Quarterly events
- Perks at Work Account
Join Us in Building the Future of Trust in Commerce
Work on problems that impact millions while growing with a team that values both excellence and balance. Together, we'll close the Trust Gap and unlock new possibilities for global commerce.
Compensation Range: £60K - £90K
