Technical Support Specialist Lead, Plus B2B

Posted 14 Apr 2020

Shopify

New York IT Jobs (IT Manager Jobs)


Shopify is looking for a Lead to join our Wholesale Support team. As a Lead, you will be responsible for fostering the growth of Wholesale Merchant Support. At its core, a lead is responsible for making their team as successful as possible. This means identifying and removing roadblocks, coaching, giving feedback, and finding opportunities to help the team move faster and do their work better.

Support works with a number of different teams and organizations in Shopify such as Merchant Success, Product and Engineering, and more. You will be the navigator that helps the team succeed across these different areas. Ultimately, you help make support better for Shopify and our B2B merchants.

Requirements for the role:

You are an experienced verbal and written communicator with excellent listening skills
You can roll up your sleeves and help the team with day-to-day support coverage
You are passionate about developing the skills of your team through coaching
You enjoy working with others to solve complex problems
You have demonstrated your ability to build new relationships with other departments
You are comfortable speaking up and challenging ideas
You are passionate about the merchant experience constantly improving 
You use your resources when needed, asking questions or finding information like a pro
You are able to switch between tasks quickly
You have experience on a technically-minded team or leadership experience

Your responsibilities will include:

Working with your team members to build a resourceful and technically-minded team
Diving into data to leverage your team’s strengths and owning the performance management framework for the group
Working alongside the team to answer support tickets, calls and live chats
Being responsible for the coaching, development and success of the members on your team
Working with leads in other departments (Merchant Success, Professional Services) to create alignment and collaborate on solutions
Thriving on change and tackling problems that are outside of your comfort zone - Technical Support never quite knows what it’s going to run into during the day!

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.

We know that applying to a new role takes a lot of work and we truly value your time. Sarah is looking forward to reading your application. This posting will close on April 15, 2020 at 12:00pm EST.

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. Job post summary Location
New York City Specialty Customer Support

If your experience is this close to what we’re looking for, please consider applying. Experience comes in many forms – skills are transferable, and passion goes a long way. We know that diversity 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. Join a world-class team

Apply Now