Support Researcher

Job post summary
Location Americas
Team Customer Support

About the role

We’re looking for a Researcher to grow our team and help others drive measurable impact through research. The Support Research team amplifies the voices of our merchants throughout the organization by using a variety of research methods to unearth insights and gather compelling stories about our products and services from merchants. We collaborate and work on complex problems with other research teams to advocate for our merchants’ needs.


Our team is in the Support Experience (SE) organization, which means you’ll collaborate with other teams in the org to identify ways to improve the merchant experience through our SE initiatives. The SE org works to improve the overall service experience for our merchants, partners, and internal clients, by inspiring confidence, earning trust, connecting people, and delivering the knowledge they need, when they need it.


-A passion and curiosity to constantly learn new things - Shopify changes fast, and we need our people to be able to change and learn fast, too.

-The ability to thrive in ambiguity and think on your feet.

-An ability to drive change through strategic research collaborations.

-An entrepreneurial mindset - you must be comfortable rolling up your sleeves, being resourceful, and persevering.

-A strong background in research, preferably from a Support org or Customer Experience perspective (academic, educational, market etc).

-Experience working with surveys, preferably in a customer support environment. 

-Experience in planning, designing, launching and analyzing surveys.

-Experience analyzing raw data and translating it into a compelling story.

-Experience taking a multidisciplinary approach to research, and synthesizing data from different data sets.

-Working with cross-functional teams including data scientists, market researchers, product managers, and operations folks.

If you are excited about this opportunity, it will be available to apply on Thursday April 29, 2021.

Be sure to include in your cover letter why you feel this is the perfect role for you at this time and answer this question: If you observe a spike in volume in a call centre environment (chat, email. phone), how would you go about determining the root cause of the increase?

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