Shopify’s mission is to make commerce better for everyone. From building a new product feature for our commerce platform, to helping a merchant troubleshoot an issue over the phone, we want to empower our ecosystem through our work.
Having a unified vision, a north star, is vitally important to ensure that we are all headed in the same direction. No matter the size or experience, we want to empower every merchant’s experience. This is why we’re all here.
Shopify is now permanently remote, and we’re working towards a future that is digital by design. That location you see above? Consider it merely an example of hundreds of potential locations across Canada where Shopify is hiring. Learn more here: https://www.shopify.com/careers/work-anywhere
In Support, our product is people. This includes our merchants, our team, and the success of the entire company we work for. We help people make money. As a Senior Support Specialist - Plus Technical Merchant Support (TMS), you empower entrepreneurs around the world through your conversations. We believe that human conversations help people make lifelong connections to our company. Every interaction with our merchants is an opportunity to do more than answer questions; we create memorable experiences by adding value to their businesses.
Senior Support Specialists in Plus TMS are trained and supported with the appropriate knowledge and tools to determine what merchants want and need, and help them take their business one step further. You are building solutions, projects, or tools that contribute to overall merchant success, while interacting with them through one of our available Support channels.
Senior Support Specialists in Plus TMS aim to provide dedicated, context-specific technical support to our Plus Merchants. By working consistently with Plus merchants, members in this role are expected to develop and apply a deep understanding of Plus-specific products, unique problems encountered by large-scale, high-GMV merchants, as well as the context of the Plus ecosystem at Shopify. This is an opportunity to tackle the most challenging and time-sensitive issues coming from our Plus Merchants.
In the role you will:
Engage in high quality interactions with internal stakeholders and those who are seeking Support, that positively impact merchant success
Offer guidance and collaborate with your peers on decisions and changes that impact your team
Own discipline- and craft-specific projects, and support or contribute to larger, cross-functional projects
Prioritize your time with minimal guidance from your lead
Be accountable for quality of technical expertise, service, and contributions to projects and teams
Solve more complex problems both individually and in collaboration with other teams
Apply your expertise to advocate on behalf of merchants to internal stakeholders and consults on craft questions or solutions
Seek, design, and build solutions based on limited direction
Critique your own work and provide clear, actionable, and creative feedback to others
Handle escalated Plus tickets with a high level of care, while meeting Plus ticket priority
Support internal teams in real-time through internal channels during a scheduled channel shift, making outbound calls to Plus merchants where necessary
Contribute to knowledge management for areas that are not documented or in need of updating
Set an example by embodying Shopify’s values
What we are looking for:
It would be great if you have:
If this role excites you, click the “Apply” button to submit your application. Please make sure to address your cover letter to Angela and include the following:
Closing Date: Wednesday October 20th, 2021 or when we have enough applications
Please note that if you haven’t heard from us in 4 weeks' time we recommend checking your junk folder and adding “Shopify” to your inbox filter as, at times, our emails have ended up in junk folders.
Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is this close to what we’re looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.
At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. Please take a look at our 2020 Sustainability Report to learn more about Shopify's commitments.
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