Senior Lead, Support Toronto Merchant Experience
Benefits
Unlimited PTO
Similar Jobs
See allSenior Director of Client Operations
Phoenix Ecommerce Technologies
US
Ecommerce
Customer Success
Team Leadership
Director of Support
Virtuous
Global
Zendesk
AI
Team Management
Senior Lead Customer Support
Moxie
Global
AI Tooling
Team Building
SLA Management
Key Account Manager
Smile.io
Canada
Account Management
Customer Success
Shopify
Manager, Customer Support
PointClickCare
US
Leadership
Coaching
Performance Management
About the Role:
- Lead the Merchant Support and Technical Support teams as a player/coach/builder.
- Own escalated moments with top merchants, including launches and technical troubleshooting.
- Build scalable systems that deliver 5-star support at growing volume.
What You'll Own:
- The team's leadership, including coaching, development, and hiring.
- Support metrics such as app store ratings, review velocity, and net retention.
- The conversational quality-assurance system built on Fin's AI tooling.
Who You Are:
- Deeply knowledgeable about the Shopify ecosystem and its merchants.
- Experienced as a player/coach with strong opinions on great support.
- Energized by owning quality and revenue-driving metrics.
Smile.io
Smile.io is the world's largest loyalty platform that provides reward programs for scaling ecommerce brands. The company is remote-first, built on trust, ownership, and continuous improvement, with over 100,000 brands using their platform.