[Hiring] Merchant Support Advisor @Shopify

Role Description

This is where support becomes innovation. At Shopify, our Support Advisors are building the future of AI-powered commerce to help merchants win every day. We need people who can solve complex problems at lightning speed, elevate their teammates, and turn merchant feedback into breakthrough improvements.

You won't just answer questions—you'll shape how millions of businesses succeed. Working at the intersection of merchant needs and AI capabilities, you'll identify patterns that make our tools smarter, build knowledge that scales globally, and directly influence how commerce evolves. In this high-energy role, every insight matters and every day brings new challenges worth solving.

Note: This role requires availability for shifts starting from 1-4pm your local time and the ability to work weekends.

Key Responsibilities

• Deliver exceptional support to merchants via chat, messaging, and phone
• Navigate complex technical issues rapidly, making sound decisions without overthinking
• Master technical systems and translate complex concepts into clear guidance for merchants
• Collaborate with peers to share learnings, best practices, and solutions, raising the team's collective expertise
• Leverage AI tools to work faster and smarter, and to improve our knowledge base
• Identify patterns in merchant issues and proactively suggest improvements to tools, docs, or workflows
• Adapt across products and channels, supporting merchants wherever needed

Qualifications

• Contact center or technical support experience (experience supporting entrepreneurs or small businesses is a plus)
• Strong technical troubleshooting abilities (certifications are a plus)
• Fast, confident decision-making: able to assess situations and prioritize next steps under ambiguity
• Hands-on experience with AI tools and genuine curiosity about new technology
• A track record of noticing what's broken or inefficient and taking initiative to improve it, not just working around it
• Genuine curiosity, whether that's digging deeper into a technical problem, a tool, or something you're into outside of work, and the ability to apply that same curiosity on the job
• Background in training or mentoring others (team lead, SME, or similar) is a plus
• Excellent English communication skills, with the flexibility to adjust tone and language to the audience
• Proven ability to quickly ramp up on new tools and workflows