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Shopify: Support Lead


This is a Full-time position in Jardins-Mackenzie-King, QC posted January 22, 2021.

Company DescriptionAt Shopify, we build products that help entrepreneurs around the world to start and grow their businesses.

We’re the world’s fastest growing commerce platform and we have no plans of slowing down!Shopify is now permanently remote and working towards a future that is digital by default.

Learn more about what this can mean for you.Job DescriptionThe Incubator team is part of the Support Value Lab, which is a cross-functional group that explores possible new segments, business services, and support functions.As the lead of this team, you will work very closely with the Support Exploration team and will be responsible for transforming ideas from experiments into reality and nurturing their first steps.

You will also be building and growing a team of individual contributors to support this work and to gain deeper validation and insight into whether these ideas are best for our merchants and the business.Working hours will be 9am 5pm ESTResponsibilitiesDesign and build the Support Incubator team, while pivoting and growing the team in the direction needed Contribute to the overall Support, Product, and Commercial strategy; work with members of the Value Lab and stakeholders across different disciplines to build and iterate on service offerings Oversee team operations including tooling, workflows, processes, best practices, documentation, and project management.Lead projects independently, designing and building for your team’s area of expertise with the intent of bettering merchant experience.Leverage expertise in leadership to provide mentorship, guidance, and feedback to others; execute performance management, impact assessments, people development, and deliver high-impact outcomes for your direct reports.Look beyond symptomatic problems to identify and solve issues at the root cause; identify areas of focusand risks and work with your peers and stakeholders to remove roadblocksExecutes on and prioritizes deliverables in a timely mannerQualificationsHigh level of self-awareness and ability to take ownership in ambiguous situationsExperience leading a team of at least 8 people Experience building a team from the ground upA deep and applicable understanding of how a SaaS business achieves its goals and objectivesA thorough understanding of the levers that create and position a value proposition to merchants and how they drive profitabilityExperience leading and executing on complex projects that require multidiscipline stakeholder management and alignment (minimum 2 years)Strong interpersonal, communication, and situational adaptability skillsA passion to innovate and find new and disruptive solutions to traditional problemsAble to manage multiple priorities and complex situations with the appropriate level of detail and attention.Additional InformationAt Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard.

Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone.

We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

Please take a look at our 2019 Sustainability Report to learn more about Shopify’s commitments.In the ” Message to Hiring Manager” section, please answer the following questions:What is Shopify’s mission?

What about it resonates with you?What is your understanding of an incubator and why is it important for an organization?What is an innovative and impactful project/solution you have delivered?

Include elements you’re proud of, how you collaborated with stakeholders, and given the benefit of hindsight, what you would change.We know that applying to a new role takes a lot of work and we truly value your time.

Melissa is looking forward to reading your application.

This posting will close on Wednesday January 27th at 12:01AM EST.

You can expect to hear back from us (regardless of outcome) by Monday, February 8th at 5 pm EST.