Sales Coach - Merchant Support Solutions

Job post summary
Location EMEA
Team Customer Support

About the role

Team Overview:
In Support, our product is people. This includes our merchants, our team, and the success of the entire company we work for. The Merchant Support Solutions team is a inside sales team reporting into our Support Org that drives merchant adoption for specific value-add solutions on top of basic subscription. These products include Shopify Capital, Shopify Payments, and Point of Sale.

Reports To:
Senior Lead Merchant Support Solutions - Sales

Works With:
Capital sales and support teams, Capital Operations and marketing as well as the Sales and Support Revenue Strategy Team.

Role Overview:
As a Sales Coach - Merchant Support Solutions, you will be responsible for driving revenue related to the adoption of Shopify Capital and other solutions within the small business category. You will be tasked with leading a team of Solutions Specialists working in collaboration with Support & Revenue Leadership, Revenue Operations & Commercial Enablement. Initially, you will be responsible for leading a team of up to 7-8 Capital Specialists, whose main focus is merchant activation, retention, and upsell. As the function develops, you will work cross-functionally to build the program and expand to new product lines. There will be a heavy focus on driving sales effectiveness, developing inbound and outbound sales processes and procedures, and developing sales talent. You will be expected to lead projects to contribute to the team design, coach the team to meet key performance indicators, and report these successes and learnings to the Sr. Lead and broader team.

Responsibilities and Duties:

  • Be a talent magnet - attract, hire, scale and develop a high impact team of solutions specialists
  • Develop the specialists sales and business acumen. Alumni mindset is key - we are looking to build the future top Shopify AEs
  • Leading! Share your experience and wisdom to help lead the business, support your peers and inspire a high functioning team
  • Must understand/be willing to learn how to motivate and coach many different personality types. Being a great motivator is essential
  • Identify inefficiencies and design solutions. This role will require a lot of process building and problem solving
  • Forecast both headcount and revenue, in an inside sales SMB org targeting small businesses, having enough people to take your message to market is an essential skill
  • People Development and enablement - can scale their playbook from their time as a successful IC to others (coach on sales fundamentals and delivering an outstanding merchant experience every time)
  • Ability/desire to learn how to read, interpret, and speak clearly to data trends
  • Coach specialists on leading and lagging performance indicators
  • Facilitates change management for any product-related process changes to the Solutions Specialists
  • Ensure product knowledge is accurate (ie. Guru Cards, Documentation, etc.)
  • Perform active call listening and monitoring for coaching purposes


  • Sales experience as a high performing IC or team lead (Customer/Merchant Success, Inside Sales, or SDR team)
  • High self-awareness, ownership & proven track record of mentoring others
  • Prior experience in coaching/mentoring, or managing people (with/without title)
  • History of meeting and exceeding team expectations
  • Ability to work in a self-directed manner navigating through a fast-paced and ambiguous environment
  • Product knowledge and desire to become an expert in your Shopify domain to uncover cross-sell/ up-sell opportunities
  • Understanding of the Merchant Journey & Shopify’s core business functions
  • High level of comfort in talking about money and financial products

Our belief is that a strong commitment to diversity & inclusion enables us to truly make commerce better for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Please take a look at our Sustainability Reports to learn more about Shopify’s commitments to our communities, and our planet.

At Shopify, we understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team - so if your experience is this close to what we’re looking for, please consider applying.

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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