Shopify is looking for a Lead to join our Wholesale Support team. As a Lead, you will be responsible for fostering the growth of Wholesale Merchant Support. At its core, a lead is responsible for making their team as successful as possible. This means identifying and removing roadblocks, coaching, giving feedback, and finding opportunities to help the team move faster and do their work better.

Support works with a number of different teams and organizations in Shopify such as Merchant Success, Product and Engineering, and more. You will be the navigator that helps the team succeed across these different areas. Ultimately, you help make support better for Shopify and our B2B merchants. 

Requirements for the role:

• You are an experienced verbal and written communicator with excellent listening skills.
• You can roll up your sleeves and help the team with day-to-day support coverage.
• You are passionate about developing the skills of your team through coaching.
• You enjoy working with others to solve complex problems.
• You have demonstrated your ability to build new relationships with other departments.
• You are comfortable speaking up and challenging ideas.
• You are passionate about the merchant experience constantly improving.
• You use your resources when needed, asking questions or finding information like a pro.
• You are able to switch between tasks quickly.
• You have experience on a technically-minded team or leadership experience.

Your responsibilities will include:

• Working with your team members to build a resourceful and technically-minded team.
• Diving into data to leverage your team’s strengths and owning the performance management framework for the group.
• Working alongside the team to answer support tickets, calls and live chats.
• Being responsible for the coaching, development and success of the members on your team.
• Working with leads in other departments (Merchant Success, Professional Services) to create alignment and collaborate on solutions.
• Thriving on change and tackling problems that are outside of your comfort zone - Technical Support never quite knows what it’s going to run into during the day!