About Company
Shopify is a leading global commerce company, providing trusted tools to start, grow, market, and manage a retail business of any size. We believe that the future of commerce has more voices, not fewer, and we’re on a mission to make commerce better for everyone. With millions of merchants in over 175 countries, Shopify is powering entrepreneurship around the world. Our platform is engineered for reliability and scale, making commerce simple for everyone, from an entrepreneur’s first sale to their billionth. We are a remote-first company, fostering a culture of ownership, collaboration, and continuous learning, dedicated to empowering our merchants to achieve their dreams.
Job Description
Are you passionate about empowering entrepreneurs and making a tangible impact on businesses worldwide? Shopify is seeking a highly motivated and empathetic Customer Success Specialist to join our dynamic team. In this remote-first role, you will be at the forefront of supporting our diverse merchant base, guiding them through their journey on the Shopify platform. This isn’t just about technical support; it’s about being a strategic partner, understanding merchant goals, anticipating their needs, and providing proactive solutions that drive their success.
As a Customer Success Specialist, you will leverage your deep knowledge of the Shopify ecosystem to troubleshoot complex issues, educate merchants on best practices, and help them harness the full potential of our ever-evolving suite of products and services. You’ll work with businesses of all sizes, from aspiring startups to established brands, ensuring they feel supported, understood, and equipped to thrive in the competitive e-commerce landscape. Your day-to-day will involve a mix of direct merchant interactions, project-based work aimed at improving the merchant experience, and collaboration with internal teams to advocate for merchant needs. If you thrive in a fast-paced environment, possess exceptional problem-solving skills, and are driven by a desire to help others succeed, then this opportunity to shape the future of commerce with Shopify is for you. We are looking for someone who is not only a Shopify expert but also an advocate for our merchants, consistently striving to exceed expectations and foster long-term relationships built on trust and mutual growth. This remote position allows you to work from anywhere within the specified region, contributing to a global team while enjoying the flexibility of working from home.
Key Responsibilities
- Serve as the primary point of contact for a portfolio of Shopify merchants, building strong relationships and ensuring their continued success.
- Proactively identify merchant needs and challenges, providing tailored solutions and recommendations to optimize their store performance.
- Educate merchants on Shopify features, apps, and best practices through various communication channels (email, chat, video calls).
- Troubleshoot and resolve complex technical and business-related inquiries, escalating issues to specialized teams when necessary.
- Gather and synthesize merchant feedback to inform product development and service improvements.
- Monitor merchant health and engagement, implementing strategies to reduce churn and increase merchant lifetime value.
- Stay up-to-date with Shopify product updates, industry trends, and competitive landscape.
- Collaborate with sales, marketing, and product teams to ensure a seamless merchant experience.
Required Skills
- Minimum 2 years of experience in a customer success, account management, or high-level customer support role, preferably within a SaaS or e-commerce environment.
- Proficiency with the Shopify platform and a strong understanding of its ecosystem (themes, apps, payment gateways).
- Exceptional written and verbal communication skills, with the ability to articulate complex concepts clearly and concisely.
- Proven ability to problem-solve and troubleshoot technical issues with a logical and methodical approach.
- Strong empathy and active listening skills, with a genuine desire to help merchants succeed.
- Ability to manage multiple priorities and work independently in a fast-paced, remote environment.
- Tech-savvy with experience using CRM software and other productivity tools.
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Computer Science, or a related field.
- Experience working remotely and collaborating with distributed teams.
- Familiarity with e-commerce best practices, digital marketing, and SEO.
- Knowledge of HTML, CSS, or JavaScript is a plus.
- Experience with data analysis and reporting to identify trends and inform decisions.
Perks & Benefits
- Competitive salary and stock options.
- Comprehensive health, dental, and vision insurance.
- Flexible paid time off and parental leave.
- Learning and development budget for continuous growth.
- Remote work flexibility and a supportive, inclusive company culture.
- Home office setup allowance.
- Employee assistance program for mental and physical well-being.
How to Apply
Ready to empower entrepreneurs and shape the future of commerce? Click the link below to explore our open Support & Service roles and submit your application directly on Shopify’s careers portal. We look forward to reviewing your unique qualifications and learning how you can contribute to our mission!