Senior Lead - Customer Support English & Multilingual (Remote, Ireland)

Jul, 08
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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 1.7 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.

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

Note: For this posting we are looking for two positions, a Senior Lead for English Support, and a Senior Lead for Multilingual Support.

English Support role will have teams primarily located in EMEA, while the Multilingual Support role will have teams spread out primarily in EMEA and Canada.

A Senior Lead at Shopify is someone who is excellent at coaching and managing large teams (broad scope of 300+ people globally), 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, maximizing your team's performance while overseeing the performance management process.

  • Directly manage a team of 3 - 5 Support Leads who are responsible for managing a support team (broad scope of 300+ people composed of Team Leads/Support Advisors).

  • 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.

  • Analyze 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 Senior Lead with 5+ years experience in a lead of leads role. You help instil confidence in your leaders through coaching and mentoring and are invested in their growth.

  • Experience designing and executing support offerings to suit international teams operating 24/7/365, in multiple languages and multiple channels (email, chat, phone, messaging)

  • A 5-star communicator and collaborator. As a Senior Lead you need to build and maintain connections with the people who directly and indirectly report to you as well as your 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.

  • 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 are implemented. You are able to effectively translate strategic ideas into action.

  • Someone who loves to identify opportunities, build new things, and champion ideas from conception to execution.

  • Comfort with ambiguity. With great autonomy comes great ambiguity - you will be helping to forge the future of our organization which will often require you to blaze new trails into the unknown.


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.

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.

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