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About the Role

At Shopify, Support Advisors play a key part in crafting the future of AI-powered commerce, assisting merchants to succeed daily. This role involves resolving complex issues promptly, collaborating with team members to enhance collective knowledge, and converting merchant insights into impactful product improvements. Instead of just responding to queries, you will influence the success of millions of businesses by identifying patterns that optimize AI tools, expanding scalable knowledge, and shaping the evolution of commerce. The position demands adaptability, technical mastery, and a proactive approach as each day presents new challenges.

Note: This job requires availability for early morning shifts from 7am to 11am Singapore Time and the ability to work on weekends.

Responsibilities

Provide outstanding support to merchants through chat, messaging, and telephone channels
Work with colleagues to share insights, best practices, and solutions to elevate team expertise
Efficiently troubleshoot complex technical problems and make prompt decisions
Gain proficiency in technical systems and communicate intricate concepts in a straightforward manner
Use AI technologies to improve problem resolution and update the knowledge base
Continuously enhance help materials as per a knowledge-centered service approach
Support a variety of products and communication channels, adapting to merchants' needs

Qualifications

Experience in training or mentoring, such as team leadership or subject matter expertise
Ability to make swift and confident decisions assessing priorities effectively
Background in contact center or technical support, preferably with experience aiding entrepreneurs
Strong skills in technical troubleshooting; relevant certifications are advantageous
Hands-on familiarity and enthusiasm for AI tools and emerging technologies
Excellent command of English with the ability to modulate tone and language for different audiences
Demonstrated capacity to quickly learn new software and workflows
High typing speed and accuracy, especially under pressure
Flexibility to work varied shifts supporting merchants worldwide

About Shopify

Founded in 2006, Shopify empowers millions of merchants across 175 countries, facilitating over $1 trillion in sales globally. The company values independent entrepreneurship and focuses on expanding opportunities and choice beyond traditional limits.

What We Expect from You

Deep commitment to your work and improving commerce for all
Drive for continuous professional and personal growth
Ability to thrive in a fast-moving, changing environment
Resilience and resourcefulness amidst ambiguity
Willingness to contribute critical thinking and opinions
Efficient use of AI tools for routine tasks while focusing on uniquely human contributions
Open-mindedness and constructive approach toward differing views
Comfort with digital-first modes of working

Additional Information

A selection process may include AI-assisted screening and assessment; however, all automated results are reviewed by human recruiters.

Merchant Support Advisor

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