Shopify

Operations Coordinator - Shop Help Center (Remote, Canada/Ireland).

Canada, Ireland
Jul, 12
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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 Canada where Shopify is hiring. Learn more here.

Job Description

Shopify has focused the last decade on solving complex problems for entrepreneurs by making commerce seamless and accessible. Now, we want to do the same for customers. 

As a result of social distancing and stay-at-home measures, customers have become more reliant on online ordering than ever before as it becomes more challenging to stay connected to the brands they love.

With our Shop app, we have set out to reimagine the online shopping experience from discovery to delivery, providing every online shopper greater convenience, transparency, and personalization from. By looking at the common pain points in the customer’s shopping journey today and developing specific features like local business discovery, Shop will help both our merchants and their customers develop more meaningful relationships and connections along the way. 

We are currently looking for a Help Centre Operations Coordinator to be part of the Shopify Support team. This person will work directly with the Shop and Buyer Support teams at Shopify to ensure the Shop Help Centre is technically fit for purpose and can scale for the future. They will have deep technical Help Centre knowledge and an equally strong understanding of Help Centre related data.

They will represent the Help Centre users voice, bringing to life their experiences, challenges, motivations and needs. This person will work particularly closely with the Shopify Support Team and the Knowledge Team to understand support buyer needs and ensure the right support content is appropriately promoted on the Help Centre.

As we are an entrepreneurial venture within Shopify, we are looking for a self-starter who can balance operational needs with the long term needs of the support . Working with us you will champion the Help Centre support needs of our buyers while balancing the business need to scale quickly and efficiently. Shop is a fast growing product and will define how we handle Buyer Support. 

The ideal candidate will need to be able to navigate ambiguity and increasing interdependent stakeholder teams and product lines within Shopify, as well as understand the need to create support strategies that can both scale and pivot quickly.  

Responsibilities and Duties:

  • Manage the day to day maintenance of the Help Centre
  • Monitor effectiveness of Help Centre support and make data informed recommendations for improvements. Apply technology effectively

  • Define Help Centre KPIs metrics. Develop Help Centre reporting. Monitor Help Centre performance (deflection, CSat, , report issues and work with business stakeholders to make improvements

  • Use site analytics (GA) to monitor traffic and behavioral metrics to deliver support at the best place and time in customer journeys

  • Monitor, analyze, report on and develop improvements based on buyer feedback. Develop appropriate feedback methods

  • Champion cross functional ways of working to understand the purpose of and the audience for support content and design customer-centric journeys

  • Champion customer-centric design of services defining criteria for success. Work with UX to develop optimal Help Centre user flows and consistency with other digital channels

  • Ensure adequate support channels are deployed online in-line with support design strategy

  • Employ appropriate processes and technologies to improve customer service and drive efficiencies within the business

  • Ensure Help Centre tone is appropriate to the audience and consistent with the Shop brand

  • Engage with channel supports to ensure best outcome 

  • Drive help Centre improvements using data informed decisions from multiple data sources (GA, CSAT, channel MI), market trends and competitor analysis

  • Clearly define and communicate requirements to technical expert teams 

  • Communicate updates in a simple and transparent manner

Qualifications

  • Monitor performance of help centre to detect bugs/issues, substandard performance of section, page. Use relevant technologies to develop insights and user knowledge

  • Improve find-ability and functionality of Help Centre ensuring the right answers are easily found first time

  • Make changes to online journeys /search functionality (keywords used by customers)

  • Use site analytics (GA) and customer feedback to  identify pain points a prioritize tasks in backlog

  • Detailed analysis of customer feedback (verbatim) to improve Help Center performance

  • Engage with front line channel teams to gain insights from customer interactions (chat bot, Zendesk email, social) direct messaging to improve Help Centre

  • As appropriate deploy contact channels in the help centre, such as phone, live chat or direct messaging,  and monitor effectiveness (use, usability, usefulness) in line with the support design strategy

  • Define criteria and manage test schedules for improvements such as A/B or multiple variant tests

  • Improve Help Centre customer satisfaction (CSAT) while reducing non-value add contacts to other support channels

  • Promote the Help Centre as the preferred channel for buyer support

Additional Information

Closing date: Friday July 30, 2021.

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

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.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is thisclose 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.

#LI-KM7 #LI-REMOTE

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