Team Lead - Customer Support

At Shopify, we build products that help entrepreneurs around the world to start and grow their businesses. We’re the world’s fastest growing commerce platform and we have no plans of slowing down!

Shopify is now permanently remote and working towards a future that is digital by default. Learn more about what this can mean for you.

We’re looking for a passionate Team Lead for 8-10 Support Advisors on our remote Support team in Canada. As a Team Lead you will lead a team of Support Advisors on a rotating schedule that includes weekends and holidays. Along with the rest of our Support team, this is a work-from-home position based in Canada.

Support Advisors talk to hundreds of merchants in a week who are based all over the world. Using chat, email and phone calls, they troubleshoot questions and support them in using the Shopify platform to grow their businesses. 

As a Team Lead, you’re responsible for the performance of your team. You have a well-established leadership skill set and the ability to coach your team to continued performance and development. You have the ability to identify development opportunities for your team members and develop concrete action plans or goals in order to achieve team success.  

We operate in a complex environment with ever-changing conditions and it’s up to you as a lead to guide your team towards our mission statement of “Making Commerce Better for Everyone”. You will have the opportunity to influence and empower your team of Support Advisors to make the best decisions as they help our merchants leverage Shopify to be successful in their entrepreneurial dreams.

Responsibilities:

• Coach your team to be high-performing and merchant-focused so that we can help our merchants make more money and grow their businesses.

• Utilize all the tools and data points available to leverage your team's strengths and work on their weaknesses.

• Meet regularly with your peers and your Lead to discuss topics specific to Support, brainstorm coaching opportunities and techniques, and utilize each other's unique skill sets to thrive as a team.

• Meet regularly with your team 1-1 to ensure they are supported, and equipped for development and success.

• Deliver strong business results through impactful coaching.

• Create and foster an engaging and supportive culture for their Support Advisors and their peers.

• Impact and help drive the success of the remote teams in Canada as we continue to scale and grow support.

What we are looking for in a Team Lead:

• You have excellent (and proven) leadership skills and are passionate about developing others. You have the ability to set goals and motivate others to drive the actions and achieve them.

• You have experience coaching your reports and teams to success

• You have empathy and understand how to build trust and rapport with your team in order to challenge them and facilitate growth.

• You are an effective communicator who isn’t afraid to voice your opinion, challenge ideas (including your own) and have tough conversations.

• You are confident in your leadership skills, you trust your judgement and others look up to you for it.

• You are resourceful, ask questions and find information like a pro.

• You are comfortable in ambiguity and are self-motivated. 

Requirements for the role:

• Be legally eligible to work in Canada and be permanently residing in Canada.

• Have 2-4 years prior leadership experience (Team Lead, Supervisor, or Manager) in Customer Service, Retail, Technology and/or Contact Centre environments.

• Flexible to work on a rotating schedule with rotating weekends and some holidays. 

• Be comfortable and productive working from home. 

• Have an appropriate remote work set-up - such as quiet space, stable internet connection, and a back-up location in case of issues with the primary location

• Have entrepreneurial or business experience (or a strong interest in it!).

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.

This posting will close on Monday, October 25th, 2021 at 12pm PST. You can expect to hear back from us (regardless of outcome) within 3-4 weeks.

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