Merchant Support Advisor

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. Note: this role requires availability for morning shifts from 7am-11am SGT and ability to work weekends.

Responsibilities

Deliver exceptional support to merchants via chat, messaging, and phone; Collaborate with peers to share learnings, best practices, and solutions, raising the team's collective expertise; Navigate complex technical issues rapidly, making quick decisions without overthinking; Master technical systems and translate complex concepts into clear guidance; Leverage AI tools to enhance problem-solving and improve our knowledge base; Continuously refine help documentation through our knowledge-centered service model; Adapt across products and channels, supporting merchants wherever needed

Requirements

Background in training or mentoring others (team lead, SME, or similar experience); Fast, confident decision-making ability to rapidly assess situations and prioritize the best next steps; Contact center or technical support experience; Strong technical troubleshooting abilities; Hands-on experience with AI tools and genuine excitement about new tech; Excellent English communication skills with the flexibility to adjust tone and language to the audience; Proven ability to quickly ramp up to new tools and workflows; Ability to maintain high typing speed and accuracy under pressure; Flexibility for varied scheduling as we support merchants around the clock; Care deeply about what you do and about making commerce better for everyone; Excel by seeking professional and personal hypergrowth; Keep up with an unrelenting pace (the week, not the quarter); Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change; Bring critical thought and opinion; Put AI agents and tools to work on the tasks they're built for, and focus on the work only humans can do; Embrace differences and disagreement to get shit done and move forward; Work digital-first for your daily work

Nice to have

Experience supporting entrepreneurs especially; Certifications are a major plus