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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.

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
  • 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

We hire people, not resumes. If you think you’re right for the role, apply now.