Support Manager

About The Role: Support Manager at Shopify

As a Support Manager at Shopify, you will lead and mentor teams of Merchant Support Specialists, who are the frontline experts empowering entrepreneurs globally. Your role is critical in fostering a culture of excellence, leveraging data and AI-powered tools to drive performance, and ensuring the delivery of industry-leading service via chat, phone, and email. You will set high standards, champion innovation, and ensure every Specialist thrives while focusing on merchant success.

Key Responsibilities

• Lead, coach, and mentor a high-performing team of Merchant Support Specialists, ensuring exceptional service delivery.
• Utilize AI-powered tools, data, and established playbooks to monitor, assess, document, and enhance Specialist and team performance, providing immediate, actionable feedback.
• Guide Specialists in resolving complex merchant issues, aiming for first-contact resolution and prioritizing actions with the greatest direct merchant impact.
• Facilitate regular team meetings and 1:1s to communicate expectations, develop individual growth plans, and adapt the team to evolving processes, technologies, and product offerings.
• Monitor Key Performance Indicators (KPIs) and leverage data to identify merchant experience opportunities, address critical issues, and differentiate team and individual impact.
• Cultivate a collaborative, inclusive, and agile team culture grounded in feedback, continuous learning, and accountability.
• Stay connected to support operations by periodically handling live merchant interactions and sharing feedback to improve tools and processes.
• Collaborate with cross-functional teams and internal partners to drive continuous improvement in support tools, practices, and outcomes.
• Ensure Specialists meet all documentation, privacy, security, and training requirements, promoting continuous learning and mission-first decision-making.

Qualifications

• Proven experience in managing and coaching frontline customer support or high-volume operations.
• Ability to leverage AI-powered performance analysis tools and established playbooks to achieve team outcomes.
• Demonstrated excellence in coaching for high performance using metrics, delivering effective feedback, and making results transparent.
• Possess an analytical, data-driven mindset with proficiency in support analytics tools.
• Fluent in support operations, KPI monitoring, and best practices for compliance and operational rigor.
• A skilled communicator adept at building trust, fostering growth, and adapting quickly to change.
• Committed to building an inclusive culture of feedback and continuous improvement.
• Passionate about empowering teams and merchants through innovation, ownership, and impact.

About Shopify

Shopify's mission is to make commerce better for everyone. Our products and services empower millions of entrepreneurs globally to start and grow their businesses. As part of our Support leadership team, you'll help set the standard for excellence in customer experience, creativity, and operational excellence—working with passionate teammates in a community that celebrates every voice.

Key skills/competency

• Support Management
• Customer Service Leadership
• Team Coaching
• Performance Metrics
• AI-powered Tools
• Data Analysis
• Merchant Support
• Operational Excellence
• Communication Skills
• Continuous Improvement