Senior Lead, Shopify Fulfilment Network, Merchant Support (Remote, Americas)

Company Description

Shopify has redefined commerce, raising the standard for how companies of all sizes sell their products and services online and off. With a merchant count in the millions in more than 175 different countries and the most innovative platform on the market, we continue to grow rapidly while constantly looking for new ways to impact and disrupt markets.

Job Description

Over the next 5 years Shopify Logistics will change global entrepreneurship through merchant centric logistics. We are building from the concrete to the cloud and believe we will better serve everyone by taking a merchant first approach. 

Shopify Logistics has a 3yr goal of providing 500K merchants with a simple and easy to use logistics service that gives our merchants the superpowers to convert more buyers through Shop Promise.

We are just getting started. With the integration of SFN and Deliverr and our new unified product launching in early 2023, we need a Support Leader with vision and expertise to build the Shopify Logistics Support team for global scale. 

As the Sr Lead of SL Support you will:

1. Build a best in class Logistics Support team. Coaching the Support leadership team to maximize team performance. 

2. Design the organizational structure and operational model to bring multiple, highly complex products to market that span the technical and physical world.

3. Partner with teams across Shopify and Shopify Logistics to build the systems, training and tools required to build a scale-ready global Support team.

4. Identify and execute on opportunities to drive margin positive unit economics without compromising on merchant obsession. 

5. Advocate for the merchant experience with RnD and Operations in support of reducing overall tickets and time to resolve a support ticket.

Qualifications

• Support Expertise: 5+ yrs  of experience working in the Support craft

• Leadership: 3+ yrs Experience as a Lead of Leads with experience in a coaching and  management role, ideally at a hyper growth company.

• Communication: Superior written and verbal communication skills that enable you to communicate complex ideas in a simple & easy-to-understand way for any audience (e.g., senior leads, team leads, or customer facing teams) 

• Collaboration & Stakeholder Management: Excellent interpersonal skills and the ability to rapidly build trust with others to take on large tasks quickly and effectively. Prior experience managing multiple stakeholders, often with competing priorities. Experience knowing when to push back and when to move forward, always with an eye to building for the long term. 

• Data & insights: Strong analytical and problem-solving skills with superior attention to detail and a demonstrated track record of leveraging data to drive business impact

• Action orientation: Self starter who possesses a clear drive for action and ability to act without being told what to do. 

• Organization & planning: Independently plan and proactively organize, focusing on key priorities and adapting when required. Capable of managing multiple streams of work simultaneously, and is able to prioritize tasks and work independently.

• Growth mindset: a builder’s mentality and the integrity to identify and drive decisions that focus on building long term value for merchants

Additional Information

That’s it!  If you’re interested in helping us shape the future of commerce, consider applying! 

Closing date: Tuesday, February 14th at 11:59PM CET.