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
- Embrace differences and disagreement to get shit done and move forward
- Work digital-first for your daily work
About the role
At Shopify, we're driven by the desire to help merchants succeed while doing our best work. If you're looking for a traditional, routine-driven Support environment, this may not be the ideal fit. Shopify is evolving and so is our Support department.
We are on a quest for innovation and require a mindset that eagerly embraces new technologies, combines them with sharp technical problem-solving skills, and thrives in a dynamic and challenging atmosphere. We are constantly working towards an innovative future where cutting-edge AI technology plays a pivotal role in assisting users with their basic inquiries. By harnessing the power of our AI-driven help center, you will guide users with lightning-fast solutions.
But that's not all – the most intricate challenges are routed to you, our Support Specialists, to provide creative solutions to complex problems. You have a rare opportunity to help inform how AI will transform the work of tomorrow and experience how Canada’s number 1 technology company embraces new and innovative tech. Are you ready? Read on!
Your Responsibilities
- Provide guidance and offer timely, complete solutions to merchants on complex issues via various channels
- Contribute to, review, and update our knowledge database which allows merchants to find answers to their questions quickly through our AI powered help center
- Simplify complex systems and solutions, making them understandable for merchants of all technical abilities
- Demonstrate flexibility and adaptability by working on different teams based on the needs of our users (merchants, partners, and buyers) and our organization
- Stay updated on Shopify’s evolving product, support offerings, services, and the latest tech to efficiently assist merchants and suggest new features for enhanced business growth
- Always be looking for ways to improve efficiency within your role and within the support department
- Have a focus on continuous learning and improvement – our product changes all the time, and you will regularly need to learn about our new products and services so that you can efficiently help merchants and recommend new features that will help improve their business.
Your impact
Our merchants have amazing stories filled with highs and lows, frustrations, and triumphs. It is in these moments and many in between that you will have the opportunity to make an impact.
Your Skills & Qualifications
- Experience in a tech or SaaS environment with demonstrated professional growth
- Ability to independently troubleshoot complex technical issues
- Understanding of technical intricacies in hardware, software, and integrations
- Curiosity and proactiveness in identifying root causes and developing creative solutions
- Efficient resolution of complex problems by searching for and documenting solutions
- Excellent relationship management with internal and external stakeholders
- Strong communication skills, especially written
- Outstanding written communication skills to effectively convey information
- Cultural sensitivity and awareness when interacting with merchants from diverse backgrounds, including customs, traditions, and communication styles
- A growth mindset. Shopify is always evolving and adapting and so are our people
It Would Be Great If You Had:
- Understanding of or proficiency in coding languages (HTML/CSS, Liquid, Javascript)
- Proficiency in tools such as Splunk, Github, Salesforce, Zendesk
- Understanding of RESTful and GraphQL APIs, core web performance and accessibility standards, and fundamental networking / security principles (HTTP, DNS, SSL/ TLS)
Key Information:
- Cohort Start Date: We are currently prioritizing candidates who are able to start March 24, 2025.
- You must have legal authorization to work full-time (40 hours a week) in Canada. Shopify will not provide visa or immigration support.
- Shifts will be scheduled based on a rotation, including some weekends, and will start between 7am and 11am local time.
- This is a remote role based in Canada and requires a workspace with reliable high-speed internet connection.