Shopify

Support Lead - Customer Support (Remote, Western United States)

United States
Jul, 12
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Company Description

At Shopify, we build products that help entrepreneurs around the world to start and grow their businesses. We’re the world’s fastest growing commerce platform and we have no plans of slowing down!

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

Job Description

Shopify's Support Leadership team is looking for a Support Lead to join our ever-growing Support organization. The Support team is the foundation of everything we do at Shopify, and we take the role of supporting our merchants pretty seriously. As a Support Lead, you’ll be at the forefront of driving the quality service our merchants deserve. We're looking for someone who truly believes in the merchant experience and knows what it takes to drive performance at all levels.

We are currently looking for people based in Portland, Denver, or Phoenix for this role.

A few more details:

We're humans leading humans - We take a human approach to leading teams at Shopify. It's not just about managing your team, it's about building strong relationships with your team so that you can empower them to do great work and be even better leaders. It's about being invested in the role that Support plays at Shopify and constantly looking for innovative ways to elevate your own team and the Support team as a whole.

We work together - We may not all be close in proximity, but we act like it. We’ve invested in small remote teams and strong communication tools to ensure you have the resources to succeed in your role at Shopify --- regardless of location!

The ideal Support Lead is excellent at working with and leading a team of leads that we call a time period. A time period consists of 6-10 direct reports who individually lead teams of 8-12 front-line Support Advisors. Support Leads are comfortable with ambiguity and an effective contributor to team operations. Ultimately, all your work in this role will drive merchant satisfaction, merchant value and an increasingly successful experience for merchants, Support Advisors, and Shopify Support. This job demands a high level of collaboration with your fellow Support Leads, all of whom manage adjoining teams of leaders and front-line Support Advisors.

Responsibilities: 

  • Coach your reports to 10x their teams’ performance while overseeing the performance management and success process.

  • Foster an engaged and improving environment for your time period.

  • Work closely in executing any value creation or effort reduction initiatives for our merchants and Shopify.

  • Responsible for delivering the KPIs of Support for your time period.

  • Represent Shopify at internal and external in-person and virtual events.

  • Analyze and present data pertaining to Support and your time period.

  • Work with the Customer Success Leadership team to manage and contribute to the effective rollout of new initiatives within the Support Advisor team.

  • Work alongside Support Operations, QA, Workforce Management, Technical Support, Human Relations, Knowledge Management, Training and Talent Acquisition.

Qualifications

 

  • At least 3 years of senior leadership experience in contact centres in the united states with at least 60 direct & indirect reports, and have a thorough understanding of call centre operations and leading leaders (either in-office or remote).

  • Comfortable working from home.

  • You’re a great leader and manager who understands that one is not better than the other. You can effectively flex between the two given the situation. 

  • You help instill confidence in your Leads and support their professional growth.

  • You know how to drive business results through human centered behaviour based coaching

  • A 5-star communicator and collaborator. Communication and collaboration are the building blocks that help us continue to be successful as a team. A Support Lead needs to build and maintain a strong internal network.

  • Master of prioritization. There are only so many hours in a day and you’re able to identify the best use of that time.

  • You sit comfortably in ambiguity and know how to approach unique challenges.

  • Highly strategic. Come up with unique ways for solving the problems at hand. Confident in mapping out strategic quarterly plans for the region, connecting the dots to help your team leads and support advisors contribute to the mission/vision/priorities of the region.

  • Must be legally eligible to work in the United States.

  • Located in Phoenix, Denver, or Portland.

Additional Information

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.

We know that applying to a new role takes a lot of work and we truly value your time. April is looking forward to reading your application. 

This posting will close on Monday, July 26, 2021 at 12pm PST. You can expect to hear back from us (regardless of outcome) within 3-4 weeks.

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