Product Support Network Specialist (Remote, Canada)

Job post summary
Location Americas
Team Customer Support

About the role

What is a Product Support Network?

The Product Support Network Team (PSN) at Shopify plays a vital role in helping to translate Merchants problems into solutions. PSN acts as the bridge between Merchant facing teams and our Research and Design team (RnD) by analyzing and investigating information and data gathered from merchant feedback, and effectively translating those Merchant concerns, questions or excitement to our RnD team who build out solutions. In short, the PSN team at Shopify represents the “Voice” of our Merchants in order to help Product teams better understand what Merchants need. This team has a curious and creative culture, where research and strong communication is at the forefront of our work.

What does a Product Support Network Specialist do?

As a Product Support Network Specialist, you will be expected to work across multiple front line support teams, and product teams including but not limited to; Project Managers, Product Operations, Directors, Marketing, Support Advisors and all other escalated support teams (ex. Technical Merchant Support). You will be expected to provide Product teams with context so they know what Merchant and Merchant-facing teams are experiencing with features being built, or ones already shipped, and to communicate with Merchant facing teams when features are being launched so they are prepared to support Merchant queries. 

In order to do this you will be expected to research support topics in depth, analyze pain points, identify strategies, and provide this research to the RnD team. You will also be responsible for making sure the solutions to these problems are not only shared with Merchant facing teams, but that everyone has access to relevant resources and are ready to tackle any Merchant interaction that comes their way. Think product management, but more customer experience focused!


Responsibilities & Duties

In the role you will:

  • Do deep dives into Merchant tickets to learn about merchant pain points.

  • Share Merchant and Support feedback to the Product and Support Teams.

  • Test new features to identify pain points, support implications, and unanswered technical questions prior to product launch through Bughunts and detailed product overviews in relation to support implications.

  • Communicate new projects throughout Shopify’s Merchant-facing and Product teams.

  • Prepare Project Care Packages, which include project overviews, knowledge management, internal and external communications info, and more. 

  • Create knowledge management documentation in relation to products changes & launches for internal team references.

  • Document & email out Support Perspectives to stakeholders: used to give the development and support a snapshot of how support is handing product releases, and how it is being received by merchants.

Qualifications

  • Work a full 40 hour work week, Monday to Friday, with Flexible hours but roughly 9-5
  • Minimum of 2 years working experience in Product at a SaaS organization.

  • Minimum of 3 years experience in data, tech, or research (including an understanding of research methodology).

  • Strong communication skills and very good advocacy skills.

  • Both customer facing and Research and Design experience to some capacity.

  • Experience working with GitHub, Excel, Asana, & Mode Analytics.

We are looking for someone who demonstrates:

  • Growth Mindset- someone who is constantly striving to learn and grow rapidly.

  • Critical Thinking - someone who has the ability to objectively research and evaluate any given issue in order to formulate an opinion.

  • Strong Communication & Stakeholder Management- Ability to maintain and uphold stakeholder relationships 

  • Time Management and Prioritization- the ability to prioritize and manage multiple projects effectively, requiring excellent time management skills.

  • Resourcefulness- Ability to be resourceful, someone who has a thirst for knowledge and the ability to use all resources, both internal and external to Shopify, and who is curious in seeking out the truth. 

  • Adaptability- Ability to adapt to a constantly changing environment - Shopify moves incredibly fast, so we need to be able to adapt to new realities and information quickly.

  • High Self Awareness - a strong awareness of self and how to leverage your strengths but also how to improve on your areas for growth.

Along with your resume, please answer in the "Message to the Hiring Manager" section your answers to the below two questions:

  1. In the Message to the Hiring Manager section, please tell us about a project you ran from inception to completion. What was your role? Go over the difficulties you had with this project and how you overcame these. 

  2. How do you approach differences of opinion when it comes to partnering with Stakeholders?

Closing Date: This posting will close October 21st 2021 (or once we have received enough applications). 

You can expect to hear back from us within approximately 2-3 weeks after submitting your application. 

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is this close to what we’re looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. Please take a look at our 2020 Sustainability Report to learn more about Shopify's commitments.

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How we hire

At Shopify, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centres around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.
Learn more about our hiring process 

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