Overnight Support Manager - Shopify - Remote - Global
Support Manager
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Job Description
We’re hiring experienced, people-focused Support Managers to lead teams of Merchant Support Specialists - the frontline experts empowering entrepreneurs worldwide. As a Support Manager, you’ll coach your team to deliver industry-leading service via chat, phone, and email, using data, AI-powered tools, and proven processes to drive performance and impact. You'll set and uphold clear standards, champion innovation, and foster a culture where every Specialist thrives. Your leadership will be key in translating metrics to action, practicing extreme ownership, and ensuring Specialists are focused on what matters most: merchant success. Lead, coach, and mentor a high-performing team of Merchant Support Specialists, focusing on their delivery of exceptional service for merchants. Use AI-powered tools, data, and established playbooks to monitor, assess, document and improve Specialist and team performance; deliver immediate, actionable feedback and set clear, visible standards for growth. Guide Specialists in resolving complex and sensitive merchant issues, driving for first-contact resolution and ensuring the team is focused on actions with the greatest direct merchant impact. Regularly facilitate team meetings and 1:1s to communicate expectations, create development plans, and keep Specialists informed and adaptable as processes, technologies, and product offerings evolve. Monitor KPIs and leverage data to identify merchant experience opportunities, prioritize merchant-critical issues, and differentiate team and individual impact using performance metrics. Foster a collaborative, inclusive, and agile team culture rooted in feedback, learning, and accountability. Stay closely connected to support operations by using Specialist tools, periodically handling live merchant interactions, and sharing feedback to improve tools and processes. Collaborate across teams with managers and internal partners to drive continuous improvement in support tools, practices, and outcomes. Ensure Specialists meet documentation, privacy, security, and training requirements - turning mistakes into learning, staying current with innovations, and making decisions that put Shopify’s mission first.
Company Information
| Location | Active listings |
|---|---|
| Remote - Global | 33 |
| Remote - EMEA | 1 |
| Role type | Active listings |
|---|---|
| Support Specialist | 2 |
| Product Partnerships Lead | 2 |
| Senior Accountant | 2 |
| Support Manager | 2 |
| Product Partner Manager | 1 |
| Legal Counsel | 1 |
| Security Analyst | 1 |
| Recovery Manager | 1 |
| Product Marketing Lead | 1 |
| Researcher | 1 |
| Lead Marketer | 1 |
| Credit Risk | 1 |
| Compliance Lead | 1 |
| Financial Analyst | 1 |
| Data and Engineering Internship | 1 |
| Product Principles | 1 |
| Compensation Analyst | 1 |
| Executive Assistant | 1 |
| Senior Manager, Account Security | 1 |
| Audio Visual Technician | 1 |
| Software Engineer | 1 |
| Marketing Lead | 1 |
| Sales Representative | 1 |
| Product Management | 1 |
| Human Resources Specialist | 1 |
| Treasury Specialist | 1 |
| Digital Producer | 1 |
| Sales | 1 |
| Lending Infrastructure Manager | 1 |
| Designer | 1 |
| Role level | Active listings |
|---|---|
| Mid-Level | 28 |
| Senior | 2 |
Shopify appears in 34 indexed job postings in JobCrawls' Finland dataset since April 2024. In that historical index, the strongest location signals for this employer are Remote - Global and Remote - EMEA.
Data shown is based on historical job postings from our database.
Job Details
Responsibilities
- Lead, coach, and mentor a high-performing team of Merchant Support Specialists, focusing on their delivery of exceptional service for merchants.
- Use AI-powered tools, data, and established playbooks to monitor, assess, document and improve Specialist and team performance; deliver immediate, actionable feedback and set clear, visible standards for growth.
- Guide Specialists in resolving complex and sensitive merchant issues, driving for first-contact resolution and ensuring the team is focused on actions with the greatest direct merchant impact.
- Regularly facilitate team meetings and 1:1s to communicate expectations, create development plans, and keep Specialists informed and adaptable as processes, technologies, and product offerings evolve.
- Monitor KPIs and leverage data to identify merchant experience opportunities, prioritize merchant-critical issues, and differentiate team and individual impact using performance metrics.
- Foster a collaborative, inclusive, and agile team culture rooted in feedback, learning, and accountability.
- Stay closely connected to support operations by using Specialist tools, periodically handling live merchant interactions, and sharing feedback to improve tools and processes.
- Collaborate across teams with managers and internal partners to drive continuous improvement in support tools, practices, and outcomes.
- Ensure Specialists meet documentation, privacy, security, and training requirements - turning mistakes into learning, staying current with innovations, and making decisions that put Shopify’s mission first.
Requirements
- Proven experience managing and coaching frontline customer support or high-volume operations.
