About Company
Shopify is a leading global commerce company providing essential tools and services for entrepreneurs worldwide to start, run, and grow their businesses. Our mission is to make commerce better for everyone, so businesses can focus on what they do best: building and selling their products. Powering millions of businesses in over 175 countries, our platform facilitates everything from online stores and retail point-of-sale systems to marketing, shipping, and payment solutions. We are a fast-paced, innovative, and merchant-obsessed team dedicated to empowering independent business owners and fostering a vibrant entrepreneurial ecosystem. Joining Shopify means becoming part of a diverse, global workforce committed to driving economic independence and supporting a community of dreamers and doers. We champion creativity, encourage collaboration, and provide a supportive environment where every team member can make a significant impact.
Job Description
Are you passionate about empowering entrepreneurs and providing exceptional service? Do you thrive in a dynamic, supportive environment where every day brings new challenges and opportunities to learn? Shopify is looking for dedicated and empathetic individuals to join our remote Customer Support team as a Support Advisor. This Work From Home role, based out of Delaware, US, offers you the unique opportunity to be the front line of support for our incredible merchants, helping them navigate the exciting world of e-commerce with confidence.
As a Support Advisor, you will be more than just an answer-giver; you’ll be a trusted partner, guiding entrepreneurs through technical challenges, strategic decisions, and product inquiries related to their Shopify stores. You will engage with merchants across various channels – chat, email, and potentially phone – providing tailored solutions, troubleshooting complex issues, and offering expert advice that directly contributes to their business growth. This role requires a blend of technical aptitude, problem-solving prowess, and a deep commitment to delivering an outstanding merchant experience. You’ll become an expert in the Shopify platform, helping merchants with everything from setting up their first store and managing products to optimizing their online presence and troubleshooting app integrations.
We’re looking for individuals who are natural problem-solvers, possess exceptional communication skills, and are deeply committed to the success of our merchants. This isn’t just a job; it’s a chance to champion independent businesses and contribute to a global movement of entrepreneurship, all from the comfort and convenience of your home. You’ll receive comprehensive training, ongoing support, and access to a collaborative remote team that values continuous learning and innovation. If you’re eager to make a tangible difference in the lives of entrepreneurs and want to grow your career with a leading tech company, we invite you to apply and help us shape the future of commerce.
Key Responsibilities
- Provide world-class customer support to Shopify merchants via chat, email, and occasionally phone, addressing inquiries and resolving issues with empathy and efficiency.
- Troubleshoot technical issues related to Shopify platform features, apps, themes, and integrations, guiding merchants through solutions.
- Educate merchants on best practices for using the Shopify platform to optimize their online store and grow their business.
- Document interactions and solutions accurately in our CRM system, contributing to a rich knowledge base.
- Collaborate with internal teams (e.g., product, engineering) to escalate complex issues and provide merchant feedback for platform improvements.
- Stay up-to-date with new Shopify features, products, and industry trends to provide relevant and informed support.
- Maintain a high level of customer satisfaction and uphold Shopify's service standards in every interaction.
Required Skills
- Excellent written and verbal communication skills in English, with the ability to explain complex technical concepts clearly.
- Strong problem-solving abilities and a methodical approach to troubleshooting.
- Exceptional empathy and a genuine desire to help others succeed.
- Ability to work independently and manage time effectively in a remote work environment.
- Technical aptitude and comfort with web-based technologies and e-commerce platforms.
- Reliable high-speed internet connection and a dedicated, quiet home office space.
Preferred Qualifications
- Previous experience in a customer support role, ideally in a tech or e-commerce environment.
- Familiarity with the Shopify platform as a user or merchant.
- Experience with CRM software and support tools.
- Basic understanding of HTML/CSS or web development concepts.
- Ability to speak multiple languages is a plus.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Comprehensive health, dental, and vision insurance plans.
- Flexible paid time off and wellness initiatives.
- Opportunities for professional development and continuous learning.
- Access to a global, diverse, and inclusive remote team culture.
- Employee stock purchase plan (ESPP).
- Generous parental leave policy.
- Home office setup stipend.
How to Apply
To apply for this exciting Work From Home opportunity, please click on the application link below. Ensure your resume and cover letter highlight your passion for customer support, technical aptitude, and experience empowering entrepreneurs. We look forward to reviewing your application!