Support Lead - Advisors

Job post summary
Location ANZ
Team Customer Support

About the role

Reports to: The Support Lead reports to the Senior Lead - Advisor Team

Works with: The Support Lead interacts with Support Advisors, Experts, Leads (including Core, Partner, Plus, and Multilingual Team Leads), other Support Leads, Senior Support Leads, Workforce Planning and Real Time Optimization, Training and Mentoring, Knowledge Management, Quality Assurance, Escalated Support Leads, Incident Response, Support Content Specialists, Support Events, Support Revenue and Operations, Support Data and Talent Business Partners. You may also interact with Talent Acquisition and stakeholders from across Shopify relevant to your discipline or a problem-set you are involved in solving.

Role Overview:

You are responsible for the overall operations, performance, and engagement of your Team Code, for acting as an advocate for your team, and for representing the Advisor Team with stakeholder groups on initiatives that impact your reports. You enable Team Leads to invest the majority of their time into being effective coaches for their Advisors. Through behavioural-based goal setting, Support Leads ensure that their Team Code delivers strong business results via a high quantity of high quality interactions with merchants.

Responsibilties and Duties:

  • Coach direct reports to level up in your leadership
  • Onboard and train new Team Leads
  • Monitor attrition and leaves in your Team Code
  • Create a healthy and inclusive team culture and environment for your direct and indirect reports, and peers
  • Proactively prepare for and facilitate regular team meetings to communicate upcoming initiatives, changes, and announcements to your reports in a timely manner
  • Deliver strong business results through impactful, behavioural-based coaching and goal setting with your reports
  • Keep Senior Lead apprised of performance issues and trends on your team
  • Own your development through self-awareness and reflection, be prepared with growth opportunities and personal goals in 1:1s with your Senior Lead

Qualifications

  • Demonstrate patience and empathy
  • Experience with change management
  • Subject matter expert in managing performance, coaching to behaviours, and supporting employee development
  • Agility in adapting to different personalities and circumstances
  • Can adopt multiple perspectives to capture a holistic view of performance, operations, and engagement in an organization
  • Know how to effectively balance the needs and priorities of employees, merchants, and an organization

We’re always on the lookout for people who are excited to work on hard problems at a global scale in a friendly, collaborative environment. If this sounds familiar, we’d love to hear from you.

Shopify is now permanently remote, and working towards a future that is digital by default. Learn more about what this can mean for you.

 

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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