Step into the future of commerce with Shopify, where AI is revolutionizing the merchant experience. As a Merchant Support Advisor, you'll be at the forefront, providing AI-driven solutions and helping to develop our cutting-edge tools. Your role will be critical in building and refining our knowledge base, ensuring our AI-powered tools meet the evolving needs of our merchants. In this high-energy environment, you'll deliver timely and engaging solutions, working directly with merchants to resolve technical issues in real-time.
This is a remote role and our shifts will start between 9pm – 11pm in your local time zone.
Check out our –>> Merchant Advisor Experience <<–
Learn more about Shopify and see how Merchant Advisors help our merchants!
Key Responsibilities:
- Deliver rapid and comprehensive support to merchants via chat, messaging, and phone, ensuring top-tier resolutions.
- Leverage AI tools to guide problem-solving and enhance our knowledge base.
- Navigate complex technical issues, providing clear, actionable guidance to empower merchant growth.
- Continuously audit and refine help documentation, contributing to our knowledge-centered service model.
- Translate intricate systems into simple, digestible terms for all technical levels.
- Adapt to various products and channels, embracing new roles to support users where needed most.
- Stay ahead of the curve by deepening your understanding of our evolving AI, products, and services.
Qualifications:
- Passion for AI solutions with practical experience using AI tools.
- Proven ability to troubleshoot complex technical issues independently.
- Comfortable with new technologies and adapting to change.
- Experience in managing stakeholder relationships beyond traditional customer service environments.
- Flexibility to work varied hours as needed.
- Intrinsically curious and assertive, adept at uncovering root causes and crafting innovative solutions.
- Skilled in leading conversations and guiding merchants to optimal solutions.
- Resourceful critical thinker, capable of evaluating and updating information as required.
- A proactive learner with a strong desire to integrate AI and new tech into daily workflows.
- Excellent communication skills, fluent in English, both written and verbal.
- Experience engaging with diverse clients, demonstrating cultural sensitivity and awareness.
Ready to redefine merchant support with AI-driven excellence? Join the team that's making commerce better for everyone.
About Shopify
Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.
This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.
About you
Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.
Before you apply, consider if you can:
- Care deeply about what you do and about making commerce better for everyone
- Excel by seeking professional and personal hypergrowth
- Keep up with an unrelenting pace (the week, not the quarter)
- Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
- Bring critical thought and opinion
- Use AI tools reflexively as part of your fundamental workflow
- Embrace differences and disagreement to get shit done and move forward
- Work digital-first for your daily work