Senior Lead - Customer Support (Remote, New Zealand)

New Zealand
Jul, 02
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Company Description

At Shopify, we build products that help entrepreneurs around the world start and grow their business. We’re the world’s fastest growing commerce platform with over 1 million merchants in more than 175 different countries, with solutions from point-of-sale and online commerce to financial, shipping logistics and marketing.

Shopify’s mission is to make commerce better for everyone. From building a new product feature for our commerce platform, to helping a merchant troubleshoot an issue over the phone, we want to empower our ecosystem through our work.

Having a unified vision, a north star, is vitally important to ensure that we are all headed in the same direction. No matter the size or experience, we want to power every merchant’s experience. This is why we’re all here.

Shopify is now permanently remote, and we’re working towards a future that is digital by design. That location you see above? Consider it merely an example of hundreds of potential locations across New Zealand where Shopify is hiring. Learn more here.

Job Description

Kia Ora! We are so excited that you are reading this and hope that you will decide to apply! Please note that we are looking for applications from applicants who are currently residing anywhere within New Zealand.

A Senior Lead at Shopify is someone who is excellent at coaching and managing large teams (broad scope of 300+ people), comfortable with ambiguity, and effective at contributing to team operations and success. Ultimately, your work as a Senior Lead will drive satisfaction and value, and elevate the experience for those using Shopify Support, while also maintaining and fostering Advisor engagement. This is a very collaborative role with Support Leadership and many teams across the company.

As a Senior Lead, you will:

  • Coach Support Leads on leadership qualities, maximising their team's performance while overseeing the performance management process.
  • Oversee and drive the leadership development of all Leads in your region.
  • Work closely in executing any value creation or effort reduction initiatives for our Merchants or Shopify.
  • Be curious when looking into performance opportunities and identifying areas of focus for your team and other Support departments. 
  • Be responsible for the Merchant experience and regional results for your team’s Value and Productivity KPIs.
  • Analyse and present performance data pertaining to Support and your region.
  • Work with the Advisor Leadership team to manage and contribute to the rollout of new initiatives with the Advisor team. This includes, but is not limited to drafting communications, considering stakeholders and change management.
  • Work alongside Support Operations, QA, Workforce Planning, Technical Support, Knowledge Management, Training and Talent Teams.


  • A seasoned Lead of Leads with 8+ years experience in a coaching and  management role. You help instil confidence in your leaders and are invested in their growth.
  • A 5-star communicator and collaborator. A Senior Lead needs to build and maintain connections with the people who directly and indirectly report to them as well as their peers and stakeholders in Support.
  • Able to translate Shopify’s amazing culture into action and results.
  • A master of prioritization . There are only so many hours in a day and you’re able to identify the best use of that time.
  • Able to sit comfortably in ambiguity, and know how to/have proven your ability to effectively build teams in this type of environment.
  • Someone who loves to identify opportunities, build new things, and champion ideas from conception to execution.
  • Highly strategic. You are able to connect the dots and discover root causes for any-and-all problems your team may face as well as demonstrate creative thinking and problem solving skills. You are always considering your stakeholders when new topics arise and processes implemented. You are able to effectively translate strategic ideas into action.

Additional Information

Closing date: Monday July 19, 2021 - 12pm NZT

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

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.

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 2020 Sustainability Report to learn more about Shopify's commitments.


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