[Hiring] Senior Associate, Product Support - Brand Onboarding @ShopMy

Role Description

We're hiring a Senior Associate, Brand Onboarding to join our Product Support team. This is a hands-on, in-the-queue role: you'll own your own Shopify onboarding queue, work directly with brands every day, and get them live fast. You'll report to the Senior Manager, Brand Onboarding.

You'll spend roughly 80% of your time onboarding brands and 20% on projects that make onboarding smoother for brands and the team.

This role is remote and works Pacific Time business hours, giving our West Coast brands same-day coverage, with flexibility to support launches as needed.

Your Impact In The Role

• Own a dedicated queue of Shopify brands from kickoff through go-live, getting every brand live quickly with clear next steps, proactive updates, and no surprises.
• Walk brands hands-on through setup (Shopify integration, tracking, catalog, and payment configuration), resolving blockers yourself within onboarding before they delay launch or become support tickets.
• Take on at least one non-Shopify onboarding a month to build range and grow toward a mixed queue.
• Proactively drive stalled and unresponsive brands forward, keeping account notes current so status is always clear.
• Provide OOO coverage for Shopify and low-maintenance accounts so no brand stalls.
• Handle complex onboarding questions through resolution, applying judgment beyond macros and escalating to the Manager when needed.
• Keep onboarding docs and checklists up to date without being asked, flagging gaps, root causes, and repeat issues you see in the queue.
• Help newer Associates during active onboardings and share what you learn with the team.

You Are Energized By

• Being on the front line with brands and getting them to launch.
• Juggling a full queue and keeping every account moving.
• Figuring out why something broke, not just patching it.
• Owning a problem from first flag to final fix, and bringing a proposed solution, not just the issue.
• Direct feedback and evolving processes; you own mistakes openly and adjust quickly.
• Fast-moving, high-growth environments where priorities shift and adaptability is a strength.

Qualifications

• Bachelor's degree or equivalent experience.
• 2 to 3 years of experience in client onboarding, implementation, customer support, or a related role.
• Hands-on Shopify experience strongly preferred; e-commerce, creator, or affiliate platform experience a plus.
• Proven ability to manage many accounts at once, balancing urgency, quality, and relationships.
• Strong troubleshooting skills: you isolate issues and go beyond the script.
• Accurately assesses brand impact and urgency to prioritize your queue.
• Clear, complete written communication: brands, teammates, and Engineering can act on your updates without follow-up questions.
• Strong written and verbal communication with brands and internal teams.
• Precision in technical guidance: you confirm before you advise, especially on high-stakes launches.
• Highly organized and reliable; you follow through on every account.

Bonus Points

• Experience in a startup or high-growth SaaS environment.
• Familiarity with Intercom, Salesforce, or similar support and CRM tooling.
• Knowledge of the creator economy, influencer marketing, or affiliate platforms.
• Comfortable using AI tools (e.g., Fin AI, Claude, or similar) to work faster and spot gaps.

Benefits

• Equity in ShopMy - Every employee is an owner; all roles receive equity.
• Monetize Your Influence - Every employee builds and grows their own ShopMy page.
• 401(k) with Company Match - 3% employer contribution, fully vested.
• Healthcare Coverage - Medical, dental & vision benefits, including a 100% employer-paid medical option and dependent coverage.
• Mental Health Support and More - We offer employees and their dependents virtual mental health support, urgent care, and primary care visits at no cost.
• Flexible PTO - Take the time you need, including your birthday off.
• 13 Company Holidays.
• 14 Weeks of Paid Parental Leave.
• Remote-First Culture with an NYC HQ - Some teams may have different location requirements.
• Workplace & Wellness Stipends - Support for wellness, home office needs, and a Wellhub membership.
• Disability & Life Insurance - 100% employer-paid.
• Health Care FSA/HSA.
• Annual Company Offsite.
• Quarterly Team Co-Locations.