About the role
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.
Key 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.
Qualifications
- Proven experience managing and coaching frontline customer support or high-volume operations.
- Ability to leverage AI-powered performance analysis tools and established playbooks to drive individual and team outcomes.
- Demonstrated excellence in coaching to high performance using metrics, delivering feedback, and making results visible.
- Analytical, data-driven mindset; adept at using support analytics tools.
- Fluent in support operations, KPI monitoring, and best practices for compliance and operational rigor.
- Skilled communicator who builds trust, fosters growth, and adapts quickly to change.
- Committed to building a culture of inclusion, feedback, and continuous improvement.
- Passionate about empowering teams and merchants through innovation, ownership, and a relentless focus on impact.
About Shopify
Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.
This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.
About you
Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.
Before you apply, consider if you can:
- Care deeply about what you do and about making commerce better for everyone
- Excel by seeking professional and personal hypergrowth
- Keep up with an unrelenting pace (the week, not the quarter)
- Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
- Bring critical thought and opinion
- Put AI agents and tools to work on the tasks they’re built for, and focus on the work only humans can do
- Embrace differences and disagreement to get shit done and move forward
- Work digital-first for your daily work
We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.
We hire people, not resumes. If you think you’re right for the role, apply now.
 
