Support Advisor (Remote, Ireland)

Job post summary
Location EMEA
Team Customer Support

About the role

Please note we are currently accepting applications for start dates as early as July 2021 onwards. Our team will reviewing applications on a first-come basis and will provide an update on your application no matter the outcome. This posting will remain open until we've received enough applications to fulfill our available openings.

We are so excited that you are reading this and hope that you will decide to apply! Please note that for this posting, we are looking for applications from those who live in the Republic of Ireland at this time.

The work of a Support Advisor, frequently called a Customer Service Representative within the industry, is incredibly rewarding and equally challenging. Our merchants have amazing stories filled with highs and lows, frustrations, and triumphs. It is in these moments and many in between that you would make an impact.
 
As a Support Advisor, you’ll work within a dynamic, diverse and, supportive environment. You won’t always know the answers to the questions you’re being asked, so your ability to be resourceful is key! We believe in human-centered, high-quality customer experiences. Using chats, phone calls and, emails, you’ll be there to listen, teach, problem-solve and, explore growth opportunities with Shopify merchants. As part of that growth, you’ll be there to connect merchants with potential new features or plans to ensure they get the most out of the Shopify platform.
 
Some exciting things that we offer: 

  • 5 weeks of training & mentoring before moving to live channels.
  • Supportive, smaller-sized teams.
  • Inclusive work environment.
  • Growth opportunities within your role.
  • Fully remote work from the comfort of your home, anywhere in your home.
  • You get to be part of a fast-growing global tech company - without the commute. 

If you’re up for the challenge and enjoy working in a high-pressure environment, we encourage you to apply and take part in a hiring process that will allow you to meet folks at Shopify and get a taste for what the job entails. Even if you’ve never held a similar position but you’re interested so far and relate to the things we’ve outlined below, we want to hear from you!

Qualifications

  • Adhering to a daily schedule that includes a mix of: Phones, three (3) simultaneous chats, and emails.
  • Ensuring merchants have a quick response time by staying on top of your assigned tickets, with same-day ticket review.
  • Acting as a business coach and thinking about the merchant’s business holistically when offering solutions. 
  • Completing essential follow-up documentation after each interaction.
  • Engaging in human conversations with merchants to identify and resolve issues, and provide coaching/growth opportunities for their businesses.
  • Offer needs-based solutions, not pushy sales.
  • Advocating for merchants and the Shopify platform by communicating with stakeholders. 
  • Owning your own development through reflection, reviewing past interactions and preparing to discuss growth opportunities with your Team Lead in regular 1:1 meetings.

Requirements for the role

  • Available to work full-time (40 hours per week) on a rotating schedule with varying 8-hour shifts starting anytime between 7:00 am - 11:00 am in your local timezone. This means some days your shifts could be as early as 7am-3pm, and as late as 11am-7pm. This includes working weekends and holidays on a rotating basis.
  • Live and have legal authorization to work in the Republic of Ireland.
  • Extensive experience providing exceptional customer service in a contact centre, retail or service environment.
  • Have appropriate remote work set-up - such as a quiet space, stable internet connection, and a back-up location in case of issues with the primary location.
  • Have access to a wired internet speed of at least 25 Mbps download speed and 10 Mbps upload. You can check your speed here.
  • Proven track record of being incredibly resourceful and finding solutions even when there is no clear path.
  • Ability to adapt to new processes and work accurately in a fast paced, rapidly changing environment.
  • Proficiency with technology paired with excellent typing skills.
  • Have strong reading, writing and communication skills.
  • Willingness to learn all about entrepreneurship, care deeply about people support and enjoy having genuine human conversations.
  • Possess high level of understanding, patience and empathy. Able to navigate more difficult conversations/interactions with professionalism. 
  • Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
  • Ensure privacy and security practices are followed at all times for both merchants and Shopify.

Bonus experience

  • A background or interest in business, marketing, retail, or sales.
  • Ran or had exposure to running a business or being an entrepreneur.

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 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 2019 Sustainability Report to learn more about Shopify's commitments.

Please note that if you haven’t heard from us in 4 weeks' time we recommend checking your junk folder and whitelisting “Shopify” as, at times, our emails have ended up in junk folders.

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.

Additional note: If you are an EU/EEA national, you will be asked to show proof of right to work in Ireland e.g. showing your employer a copy of your passport.

If you are a non-EU/EEA national, you will require current and valid permission to work and reside in the Republic of Ireland. (Information on legislation and guides to the procedures in relation to obtaining Green Card Permits, Work Permits, Spousal/Dependent Permits is available on the Department of Jobs, Enterprise, and Innovation website.

 

Interested, but not ready to apply?

Join the Shopify Talent Community today by clicking here to learn more about Shopify.

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 

Not what you’re looking for? Check out these similar roles.

Let's make commerce better for everyone

Search jobs
Shopify Merchant's Pottery Shop