Overnight Merchant Support Advisor

About The Role

This is where support becomes innovation. At Shopify, our Support Advisors are building the future of AI-powered commerce to help merchants win every day. We need people who can solve complex problems at lightning speed, elevate their teammates, and turn merchant feedback into breakthrough improvements.

You won't just answer questions—you'll shape how millions of businesses succeed. Working at the intersection of merchant needs and AI capabilities, you'll identify patterns that make our tools smarter, build knowledge that scales globally, and directly influence how commerce evolves. In this high-energy role, every insight matters and every day brings new challenges worth solving. Sound like you? Review further details on your mission as an advisor here.

This is a remote role and our shifts will start between 9pm - 11pm in your local time zone.

Key Responsibilities

• Deliver exceptional support to merchants via chat, messaging, and phone
• Collaborate with peers to share learnings, best practices, and solutions, raising the team’s collective expertise
• Navigate complex technical issues rapidly, making quick decisions without overthinking
• Master technical systems and translate complex concepts into clear guidance
• Leverage AI tools to enhance problem-solving and improve our knowledge base
• Continuously refine help documentation through our knowledge-centered service model
• Adapt across products and channels, supporting merchants wherever needed

Qualifications

• Background in training or mentoring others (team lead, SME, or similar experience)
• Fast, confident decision-making ability to rapidly assess situations and prioritize the best next steps
• Contact center or technical support experience (experience supporting entrepreneurs especially!)
• Strong technical troubleshooting abilities (certifications are a major plus)
• Hands-on experience with AI tools and genuine excitement about new tech
• Excellent English communication skills with the flexibility to adjust tone and language to the audience
• Proven ability to quickly ramp up to new tools and workflows
• Ability to maintain high typing speed and accuracy under pressure
• Flexibility for varied scheduling as we support merchants around the clock

Ready to help merchants win? Let's build the future of commerce together.

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.

Key skills/competency

• Merchant Support
• Technical Troubleshooting
• AI Tools
• Customer Service
• Problem-Solving
• Communication Skills
• Decision-Making
• Knowledge Management
• Chat Support
• Training & Mentoring