Merchant Support Advisor @ Shopify
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About The Role
At Shopify, our Merchant Support Advisors build the future of AI-powered commerce to help merchants win every day. This role is about solving complex problems rapidly, elevating team performance, and transforming merchant feedback into breakthrough improvements.
Key Responsibilities
- Deliver exceptional support via chat, messaging, and phone.
- Collaborate with peers to share best practices and solutions.
- Navigate technical issues rapidly with confident decision-making.
- Master technical systems and simplify complex concepts.
- Leverage AI tools to enhance problem-solving and update our knowledge base.
- Continuously refine help documentation following a knowledge-centered service model.
- Adapt across products and channels to support merchants.
Qualifications
- Background in training or mentoring others (team lead, SME, etc.).
- Fast, confident decision-making and prioritization skills.
- Experience in contact center or technical support, especially for entrepreneurs.
- Strong technical troubleshooting abilities; certifications are a plus.
- Hands-on experience with AI tools and excitement for new technology.
- Excellent English communication with adaptability in tone.
- Ability to quickly learn new tools and workflows.
- High typing speed and accuracy under pressure.
- Flexibility for varied scheduling to support merchants globally.
About Shopify
Shopify empowers entrepreneurs and enterprises to scale their potential. Since 2006, the company has grown to over 8,300 employees and generated over $1 trillion in sales for merchants in 175 countries. This role is life-defining work that impacts both merchants and the people behind them.
About You
Shopifolk thrive in a dynamic environment filled with change, complexity, and ambiguity. Candidates must care deeply about their work, strive for continuous growth, and embrace rapid change and diverse perspectives.
Key skills/competency
- AI
- Commerce
- Support
- Technical Troubleshooting
- Knowledge Management
- Collaboration
- Communication
- adaptability
- Innovation
- Decision-making
How to Get Hired at Shopify
🎯 Tips for Getting Hired
- Customize your resume: Highlight technical support and AI usage.
- Showcase communication: Emphasize clarity and mentoring experience.
- Research Shopify: Understand their culture and commerce innovation.
- Prepare examples: Share rapid problem-solving instances.