Merchant Support Advisor, Canada
Remote - Americas
- Support
About the role
Join Shopify at the forefront of innovation, where AI is transforming the merchant experience. As a Merchant Support Advisor, you'll be pivotal in providing AI-driven solutions and contributing to the development of our cutting-edge tools. Your expertise will aid in building and refining our knowledge base, steering our AI-powered tools to meet the evolving needs of our merchants.
In this fast-paced environment, you'll ensure our users—merchants, partners, and buyers—receive timely, complete, and engaging solutions. You'll work directly with merchants on live channels, addressing inquiries and resolving technical issues in real-time. Your skills will be tested as you navigate various user types, from end-users to admins and developers, ensuring seamless technology and customer service convergence.
If you thrive in a high-energy setting and are passionate about technology and merchant success, this role is your opportunity to shape the future of commerce with AI-driven innovation and real-time problem-solving.
Key Responsibilities:
Deliver rapid and comprehensive support to merchants through chat, messaging, and phone, ensuring top-tier resolutions.
Leverage AI tools to guide problem-solving, feeding back insights to enhance our knowledge base.
Navigate complex technical issues, providing clear, actionable guidance to empower merchant growth.
Continuously audit and refine help documentation, contributing to our knowledge-centered service model.
Translate intricate systems into simple, digestible terms for all technical levels.
Adapt to various products and channels, embracing new roles to support users where needed most.
Stay ahead of the curve by deepening your understanding of our evolving AI, products, and services.
Qualifications:
Passion for AI solutions with practical experience using AI tools.
Proven ability to troubleshoot complex technical issues independently.
Comfortable with new technologies and adapting to change.
Experience in managing stakeholder relationships beyond traditional customer service environments.
Flexibility to work varied hours as needed.
Intrinsically curious and assertive, adept at uncovering root causes and crafting innovative solutions.
Skilled in leading conversations and guiding merchants to optimal solutions.
Resourceful critical thinker, capable of evaluating and updating information as required.
A proactive learner with a strong desire to integrate AI and new tech into daily workflows.
Excellent communication skills, fluent in English, both written and verbal.
Experience engaging with diverse clients, demonstrating cultural sensitivity and awareness.
Ready to redefine merchant support with AI-driven excellence? Join the team that's making commerce better for everyone.
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.
- 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
- Use AI tools reflexively as part of your fundamental workflow
- Embrace differences and disagreement to get shit done and move forward
- Work digital-first for your daily work