Support Advisor

Shopify

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. Sound like you? Review further details on your mission as an advisor here.

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

• About the discipline

• Support at Shopify

• Every discipline at Shopify works close to real merchant problems. You'll join a team that owns meaningful scope, ships to a high bar, and helps millions of entrepreneurs start, run, and scale their businesses.

• Growth and rewards

• Mastery-matched compensation.

• At Shopify, getting better at your craft and increasing your impact is how you grow. Twice a year, we assess both in our Mastery cycle, Shopify’s performance review. Achieving higher Mastery is a promotion, and when you earn a promotion your total rewards grow with it. Crafter and manager are equal paths, so you can pursue excellence in the craft you’re best at.

• Total Rewards

• With Flex Comp, your Rewards Wallet gives you agency over your compensation mix. Adjust your mix of cash, restricted share units, and stock options (including programs like Long-Term Equity) to where it makes sense for you, and mix it up anytime as life and priorities change. Buying a house? Want more skin in the game? Just experimenting? It’s your call.

• Flex Comp program offerings vary based on location, role, and employment type. Full details are set out in our Terms & Conditions and related plan documents.

• Built for real life

• Room for the rest of your life.

• Flexible work, remote by design

• A flexible vacation policy means most Shopifolk can take the vacation days they feel they need to recharge.

• If a change of everyday scenery is more your jam, Destination 90 means you can work from (almost) anywhere in the world for 90 days of the year.

• Your setup

• Your battlestation is your home base. Request the desk, chair, and AV gear you need to get shit done.

Benefits

• You need ‘em, we’ve got ‘em. Our health and welfare benefits may include health, dental, vision, disability, and life insurance depending on your country. If you’re in a country without a package, you'll receive a monthly allowance. We also offer mental health support for you and your dependents, including immediate and confidential services like counseling and coaching sessions.

• Family support

• We offer fertility benefits globally, along with paid parental leave to welcome a new family member.