Listed below is Shopify's list of Customer Service positions in Canada and the USA fully remote.
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. Read employee reviews, salaries, and benefits here
(Remote, Americas - West)
Qualifications Responsibilities:
Manage, lead, and most importantly, grow a team of up to 8-10 members
Oversee the day-to-day operations of Launch Engineering to ensure that Launch Engineers are able to perform efficiently and effectively
Participate in big picture strategy and goal setting for Launch Engineering and Shopify Plus as a whole
Be part of recruiting initiatives and play an important role in growing the Launch Engineering team as well as onboarding new employees
Tackle tough escalations and make strategic decisions around credits and churn
Requirements for the role:
Experience managing and leading high-impact teams
Prior customer-facing experience
Ability to handle customer escalations and navigate through difficult conversations
Mentoring and coaching direct reports and/or peers
Building out processes and best practices
Working on projects to drive changes and/or efficiencies
Scaling a team at Shopify, or outside of Shopify
Bonus points if you have previous consulting or project management experience in the technology space
It would be nice if you had:
Experience building a Shopify Store from start to finish
Knowledge of our app ecosystem and overall knowledge of our APIs
Fluent in Danish (Remote, Western Canada)
As a Bilingual Customer Service Specialist, you’ll work remotely for a fast-growing global tech company from the comfort of home with your only commute being the one to your computer. You will work within our super supportive multilingual team, an exciting experience in itself as it grows and flexes to our merchant's needs.
In the role, you can expect to be challenged and learn every day as you dig in and problem solve with merchants by listening deeply, actively teaching, and exploring growth opportunities with the merchants. As part of that growth, you’ll be there to connect merchants with potential new features or plans to ensure they get the most out of the Shopify platform.
Responsibilities
Adhere to a daily schedule.
Ensuring merchants have a quick response time by staying on top of your assigned tickets.
Act as a business coach and think about the merchant's business holistically when offering solutions.
Complete essential follow-up documentation after each interaction.
Engaging in human conversations with merchants to identify and resolve issues, and provide coaching/growth opportunities for their businesses.
Offer needs-based solutions, not pushy sales.
Advocating for merchants and the Shopify platform by communicating with stakeholders.
Owning your own development through reflection, reviewing past interactions, and preparing to discuss growth opportunities with your lead in regular 1:1 meetings.
Qualification
Customer success, client management, or relevant industry experience. You should be merchant-focused in all that you do.
A passion for commerce. Maybe you’ve built a store for a friend, or run your own business.
A desire to learn the Shopify platform. You’ll need to know Shopify inside and out.
Experience working with multiple stakeholders. Relationship management is your secret weapon.
Understanding of eCommerce best practices. You'll be their main point of contact for all big-picture support.
Knowledge of the eCommerce ecosystem. There are many moving parts and you need to see how they fit together.
It would be great if you also had experience with:
Running your own business. You know what it means to be an entrepreneur and can share your learnings with our merchants.
Digital marketing, Google Adwords, Facebook ads, and conversion marketing techniques
Your responsibilities will include:
Creating strong relationships with our merchants
Recommending ways to best utilize the Shopify platform
Matching merchants with top Shopify Partners to assist with custom design and development projects
Identifying areas for improvement, including opportunities for product adoption and implementing new Shopify features
Triaging technical issues to Shopify’s escalated Support teams
Working with internal Shopify teams to advocate for merchants’ needs and requests
Demonstrating an in-depth understanding of industry trends
Elevating the overall merchant experience
Fluent in Danish (Remote, Eastern Canada)
As a Bilingual Customer Service Specialist, you’ll work remotely for a fast-growing global tech company from the comfort of home with your only commute being the one to your computer. You will work within our super supportive multilingual team, an exciting experience in itself as it grows and flexes to our merchant's needs.
Responsibilities
Adhere to a daily schedule.
Ensuring merchants have a quick response time by staying on top of your assigned tickets.
Act as a business coach and think about the merchant's business holistically when offering solutions.
Complete essential follow-up documentation after each interaction.
Engaging in human conversations with merchants to identify and resolve issues, and provide coaching/growth opportunities for their businesses.
Offer needs-based solutions, not pushy sales.
Advocating for merchants and the Shopify platform by communicating with stakeholders.
Owning your own development through reflection, reviewing past interactions, and preparing to discuss growth opportunities with your lead in regular 1:1 meetings.
Qualifications
Live and have legal authorization to work in Canada.
Be bilingual in role language as well as English, able to provide verbal and written support in both languages.
Have appropriate remote work set-ups - such as quiet space, stable internet connection, and a backup location in case of issues with the primary location.
Have access to a wired internet speed of at least 25 Mbps download speed and 10 Mbps upload. You can check your speed here.
Be prepared to work full-time hours on a rotating schedule (including weekends and holidays).
Thrive in a fast-paced, high-volume environment.
Proven track record of being incredibly resourceful and finding solutions even when there is no clear path.
Be proficient with technology.
Have strong reading, writing, and communication skills.
Willingness to learn all about entrepreneurship, care deeply about supporting people, and enjoy having genuine human conversations.
Possess a high level of understanding, patience, and empathy. Able to navigate more difficult conversations/interactions with professionalism.
Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
Ensure privacy and security practices are followed at all times for both merchants and Shopify.
As key team members, our Account Executives work directly with notable brands and entrepreneurs to develop their commerce strategies. Our goal is to accelerate their growth and help them overcome their current challenges. We are merchant obsessed and driven in our goal to make commerce better for everyone.
Qualifications Responsibilities:
Understanding the unique business goals, needs, and pains of prospects, helping them grow their business with Shopify products
Working with prospects through an entire sales cycle, from intro conversations through to contract negotiations
Uncovering new business opportunities
Effectively moving your way through the sales cycle managing your pipeline
Collaborating on projects within the team and region with other Shopify teams to deliver the highest level of the merchant experience
Making the most of the opportunity to work at an amazing, innovative, and rapidly growing company; have an impact; be involved, and do something incredible!
Requirements for the Role:
Comfort and ability in the outbound acquisition of a new business, having a “hunter” mentality
Full Sales Cycle experience preferably in technology/software environment with high complexity
Ability to create and execute a territory plan
Experience managing and closing various sales cycles
Energy, motivation, and self-discipline to stay focused amongst the chaos of diving into a new market
A passion for talking to people, understanding their unique business needs, and showing them how to 10x their business
Fluent in Japanese (Remote, Eastern Canada)
We are looking for Overnight Bilingual Customer Service Specialists to help our ever-growing diverse merchant (users of Shopify) base. Our merchants have amazing stories filled with highs and lows, frustrations, and triumphs. It is in these moments and many in between that you would make an impact.
Responsibilities
Adhere to a daily schedule.
Ensuring merchants have a quick response time by staying on top of your assigned tickets.
Act as a business coach and think about the merchant's business holistically when offering solutions.
Complete essential follow-up documentation after each interaction.
Engaging in human conversations with merchants to identify and resolve issues, and provide coaching/growth opportunities for their businesses.
Offer needs-based solutions, not pushy sales.
Advocating for merchants and the Shopify platform by communicating with stakeholders.
Owning your own development through reflection, reviewing past interactions, and preparing to discuss growth opportunities with your lead in regular 1:1 meetings.
Qualifications
Available to work full-time (40 hours per week) on a rotating schedule with varying 8-hour shifts starting anytime between 7:00 pm - 12:00 am in your local timezone. This includes working weekends at 7:00 and holidays on a rotating basis.
Live and have legal authorization to work in Canada.
Be bilingual in role language as well as English, able to provide verbal and written support in both languages.
Have appropriate remote work set-ups - such as quiet space, stable internet connection, and a backup location in case of issues with the primary location.
Have access to a wired internet speed of at least 25 Mbps download speed and 10 Mbps upload. You can check your speed here.
Be prepared to work full-time hours on a rotating schedule (including weekends and holidays).
Thrive in a fast-paced, high-volume environment.
Proven track record of being incredibly resourceful and finding solutions even when there is no clear path.
Be proficient with technology.
Have strong reading, writing, and communication skills.
Willingness to learn all about entrepreneurship, care deeply about supporting people, and enjoy having genuine human conversations.
Possess a high level of understanding, patience, and empathy. Able to navigate more difficult conversations/interactions with professionalism.
Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
Ensure privacy and security practices are followed at all times for both merchants and Shopify.
Bonus experience
A background or interest in business, marketing, retail, or sales.
Ran or had exposure to running a business or being an entrepreneur.
Call-centre, customer service, and/or retail experience.
As key team members, our Account Executives work directly with notable brands and entrepreneurs to develop their commerce strategies. Our goal is to accelerate their growth and help them overcome their current challenges. We are merchant obsessed and driven in our goal to make commerce better for everyone.
Qualifications
Responsibilities:
Understanding the unique business goals, needs, and pains of prospects, helping them grow their business with Shopify products
Working with prospects through an entire sales cycle, from intro conversations through to contract negotiations
Uncovering new business opportunities
Effectively moving your way through the sales cycle managing your pipeline
Collaborating on projects within the team and region with other Shopify teams to deliver the highest level of merchant experience
Making the most of the opportunity to work at an amazing, innovative, and rapidly growing company; have an impact; be involved and do something incredible!
Requirements for the Role:
Comfort and ability in outbound acquisition of new business, having a “hunter” mentality
Full Sales Cycle experience preferably in technology/software environment with high complexity
Ability to create and execute a territory plan
Experience managing and closing various sales cycles
Energy, motivation, and self-discipline to stay focused amongst the chaos of diving into a new market
A passion for talking to people, understanding their unique business needs, and showing them how to 10x their business
Innovating and developing new ways to sell and disrupt enterprise software sales
(Remote, Eastern Canada)
As we aim to provide you with as much information about the role early in the process so that you know what to expect throughout, more details will be included in the next step of the process should you be selected to move forward.
Even if you’ve never held a similar position but you’re interested so far and relate to the things we’ve outlined below, we want to hear from you!
Responsibilities
Adhere to a daily schedule.
Ensuring merchants have a quick response time by staying on top of your assigned tickets.
Act as a business coach and think about the merchant's business holistically when offering solutions.
Complete essential follow-up documentation after each interaction.
Engaging in human conversations with merchants to identify and resolve issues, and provide coaching/growth opportunities for their businesses.
Offer needs-based solutions, not pushy sales.
Advocating for merchants and the Shopify platform by communicating with stakeholders.
Owning your own development through reflection, reviewing past interactions, and preparing to discuss growth opportunities with your lead in regular 1:1 meetings.
Qualifications
Live and have legal authorization to work in Canada.
Be bilingual in role language as well as English, able to provide verbal and written support in both languages.
Have appropriate remote work set-up - such as quiet space, stable set-upsinternet connection, and a backup location in case of issues with the primary location.
Have access to a wired internet speed of at least 25 Mbps download speed and 10 Mbps upload. You can check your speed here.
Be prepared to work full-time hours on a rotating schedule (including weekends and holidays).
Thrive in a fast-paced, high-volume environment.
Proven track record of being incredibly resourceful and finding solutions even when there is no clear path.
Be proficient with technology.
Have strong reading, writing, and communication skills.
Willingness to learn all about entrepreneurship, care deeply about supporting people, and enjoy having genuine human conversations.
Possess a high level of understanding, patience, and empathy. Able to navigate more difficult conversations/interactions with professionalism.
Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
Ensure privacy and security practices are followed at all times for both merchants and Shopify.
Bonus experience
A background or interest in business, marketing, retail, or sales.
Ran or had exposure to running a business or being an entrepreneur.
Call-centre, customer service, and/or retail experience.
(Remote, US West)
Qualifications
Your responsibilities will include:
Being a trusted advisor for our merchants; knowing their business, competitive landscape, and championing the work and business-building ideas. You are the merchant’s main day-to-day Shopify contact
Building strong relationships with merchants and their teams; acting as an advocate for the merchant within Shopify and as an advocate for Shopify with the merchant
Actively listen to merchants and continually identify opportunities that enable them to better leverage the Shopify ecosystem
Collaborating with other Shopify teams to recommend, plan, and coordinate, ensuring the merchant receives the best possible experience across Shopify
Obtaining merchant feedback and identifying problem areas before they become major issues
Staying abreast of your merchant’s business results, future plans, and challenges
Keeping senior managers informed of any issues affecting the overall health and retention risk related to your merchants
Ensuring that merchants receive the most intelligent, creative, and comprehensive recommendations possible
Analyzing your merchant’s business needs, identify strategic partnership opportunities, and develop strategies to ensure growth, satisfaction, and retention
Identifying trends across your merchant base looking for common needs and interests in order to share information with Shopify Product and Support team
(Simplified & Mandarin) (Remote, Western Canada)
As a Bilingual Customer Service Specialist, you’ll work remotely for a fast-growing global tech company from the comfort of home with your only commute being the one to your computer. You will work within our super supportive multilingual team, an exciting experience in itself as it grows and flexes to our merchant's needs.
As we aim to provide you with as much information about the role early in the process so that you know what to expect throughout, more details will be included in the next step of the process should you be selected to move forward.
Even if you’ve never held a similar position but you’re interested so far and relate to the things we’ve outlined below, we want to hear from you!
Responsibilities
Adhere to a daily schedule.
Ensuring merchants have a quick response time by staying on top of your assigned tickets.
Act as a business coach and think about the merchant's business holistically when offering solutions.
Complete essential follow-up documentation after each interaction.
Engaging in human conversations with merchants to identify and resolve issues, and provide coaching/growth opportunities for their businesses.
Offer needs-based solutions, not pushy sales.
Advocating for merchants and the Shopify platform by communicating with stakeholders.
Owning your own development through reflection, reviewing past interactions, and preparing to discuss growth opportunities with your lead in regular 1:1 meetings.
Qualifications
Live and have legal authorization to work in Canada.
Be bilingual in role language as well as English, able to provide verbal and written support in both languages.
Have appropriate remote work set-ups - such as quiet space, stable internet connection, and a backup location in case of issues with the primary location.
Have access to a wired internet speed of at least 25 Mbps download speed and 10 Mbps upload. You can check your speed here.
Be prepared to work full-time hours on a rotating schedule (including weekends and holidays).
Thrive in a fast-paced, high-volume environment.
Proven track record of being incredibly resourceful and finding solutions even when there is no clear path.
Be proficient with technology.
Have strong reading, writing and communication skills.
Willingness to learn all about entrepreneurship, care deeply about supporting people and enjoy having genuine human conversations.
Possess a high level of understanding, patience, and empathy. Able to navigate more difficult conversations/interactions with professionalism.
Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
Ensure privacy and security practices are followed at all times for both merchants and Shopify.
Qualifications
Requirements for the role:
Experience managing and coaching a front-line team
A solutions-oriented mindset that can respond quickly and strategically to change; capable of coaching and motivating people
Relationship builder and a problem solver
Communication skills (both written and verbal)
Organizational and project management skills
Proven ability to analyze complex situations and develop action plans to lead a cross functional team to the key objectives
Demonstrate a high-degree of customer-centric thinking, behaviour and track record and experience working cross-functionally between MS and support teams
Ability to use data to drive better decisions
Your responsibilities will include:
Being knowledgeable of your team’s total book of business, satisfaction, risk profiles, and efficacy of 1:many interventions
Keeping senior management informed of any issues affecting the overall health and risk of the program
Working closely with the Global Program Manager to improve the service offering
Serving as cross-functional leader – to ensure a unified, seamless merchant experience
Acting as a point of escalation and a coach to reduce the frequency of required escalations
Identifying areas of improvement for our merchants and make recommendations, advocating on behalf of merchants based on data, analytics and best practices
Being an effective teacher and mentor to develop and coach your team to excel and grow within their role while providing ongoing guidance and useful performance feedback.
Fluent in Japanese (Remote, Western Canada)
As an Overnight Bilingual Customer Service Specialist, you’ll work remotely for a fast-growing global tech company from the comfort of home with your only commute being the one to your computer. You will work within our super supportive multilingual team, an exciting experience in itself as it grows and flexes to our merchant's needs.
Even if you’ve never held a similar position but you’re interested so far and relate to the things we’ve outlined below, we want to hear from you!
Responsibilities
Adhere to a daily schedule.
Ensuring merchants have a quick response time by staying on top of your assigned tickets.
Act as a business coach and think about the merchants business holistically when offering solutions.
Complete essential follow-up documentation after each interaction.
Engaging in human conversations with merchants to identify and resolve issues, and provide coaching/growth opportunities for their businesses.
Offer needs-based solutions, not pushy sales.
Advocating for merchants and the Shopify platform by communicating with stakeholders.
Owning your own development through reflection, reviewing past interactions and preparing to discuss growth opportunities with your lead in regular 1:1 meetings.
Available to work full-time (40 hours per week) on a rotating schedule with varying 8-hour shifts starting anytime between 7:00 pm - 12:00 am in your local timezone. This includes working weekends and holidays on a rotating basis.
Live and have legal authorization to work in Canada.
Be bilingual in role language as well as English, able to provide verbal and written support in both languages.
Have appropriate remote work set-ups - such as quiet space, stable internet connection, and a backup location in case of issues with the primary location.
Have access to a wired internet speed of at least 25 Mbps download speed and 10 Mbps upload. You can check your speed here.
Be prepared to work full-time hours on a rotating schedule (including weekends and holidays).
Thrive in a fast-paced, high-volume environment.
Proven track record of being incredibly resourceful and finding solutions even when there is no clear path.
Be proficient with technology.
Have strong reading, writing, and communication skills.
Willingness to learn all about entrepreneurship, care deeply about supporting people and enjoy having genuine human conversations.
Possess a high level of understanding, patience, and empathy. Able to navigate more difficult conversations/interactions with professionalism.
Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
Ensure privacy and security practices are followed at all times for both merchants and Shopify.
(Remote, Canada)
ob Description
Reporting to one of our Workforce Planning Leads, you will be responsible for both long and short-term planning for the success of the Support organization. This role is perfect for you if you like managing data, projects, forecasts, and capacity plans. You’ll need to be highly in tune with the business as well as the impact of strategies & decisions on our employees. Also, you really should enjoy jigsaw puzzles because this is a giant one!
For this role you will need to have an understanding of:
Various forecasting and capacity planning methods
Workforce Planning systems and methodologies
The intricacies of planning for a global team spanning multiple time zones
Storytelling to various audiences with a wide range of knowledge of workforce planning
How to fill in data gaps when there is minimal information available about a line of business
In the role you will:
Forecast staffing needs by analyzing historical service volume and agent performance, as well as changing business needs
Develop and maintain capacity plans for new and existing teams within the Support organization
Develop recurring, ad hoc, and timely reports to leadership on the health of our service performance
Identify opportunities for efficiencies when possible and help enable these efficiencies in the team’s processes
Analyze workload, vacation and absence records, training, meeting, and coaching schedules for ongoing historical trend analysis and forecasting purposes
Collaborate with other departments, team leads, and operation leads to identify opportunities for improvement of resource utilization
Build collaborative relationships with internal stakeholders to understand and provide clarity of future demand expectations
(Remote, Americas - West)
Qualifications
Your responsibilities:
Lead a high-impact merchant-facing team to drive deep engagement, extract value and define areas of service delivery.
Motivate the team to ultimately retain merchants, meeting or exceeding targets specific to adoption, growth, advocacy and health.
Monitor and report team performance and impact to leadership on a regular basis.
Triage as a point of escalation while driving rapid resolution for issues and maintaining high satisfaction scores.
Engage within regular business reviews to promote adoption and increase growth opportunities.
Support the development of strategic merchant partnerships and build a loyal base that actively advocates for Shopify Plus.
Serve as a cross-functional leader across many Shopify Plus teams – to ensure a unified, seamless merchant experience via process development, optimization and standardization.
Develop, coach and mentor the team to enable them to excel and grow within their roles.
Identify areas of improvement and make recommendations based on data, analytics and best practices.
Monitor tools, review data trends and recommend process improvements over time.
It would be great if you also had the experience:
Passionate about people leadership with proven experience leading/hiring/building world-class teams.
Strong business acumen and experience providing strategic advice to customers.
Exceptional ability to develop and maintain relationships with a wide range of personalities and departments.
Strong organizational and project management skills with the keen ability to multitask.
Technical aptitude – quick to develop a deep understanding of new software and resources needed to amplify value + revenue generation.
Adept at navigating large complex organizations, matrixed decision-making, working with multiple stakeholders both internally and externally.
Proven ability to analyze complex situations and develop actionable insights and tangible plans to lead a cross functional team towards key objectives.
Demonstrate a high-degree of customer-centric thinking, behavior and track record of experience working cross-functionally between sales and support teams.
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