Team Lead - Customer Support

Shopify

customer support customer support customer success customer experience customer support sales customer success admin customer support customer success

Posted 3 months ago

Share this with a friend 👉

About the role

Who are we? We’re Shopify - the leading cloud-based, multi-channel commerce platform. We build products for business owners to design, set up, and manage their stores across multiple sales channels, including web, brick-and-mortar locations, and pop-up shops. Shopify currently powers over 800,000+ businesses in approximately 175 countries and we’re still growing. It’s a very exciting time to join our team!

We’re looking for a passionate Team Lead for 8-10 Customer Success Representatives (known internally as Shopify “Gurus”) on our remote Support team in Canada. Our Support team works from the comfort of their own homes to support merchants in a variety of ways; from platform set-up questions to business advice and best practices. 

As a Team Lead, you will be working closely with your squad of Gurus and will be monitoring their success as they help merchants to grow their businesses using the Shopify platform. You will have the opportunity to influence our Gurus to make the best decisions when it comes to helping our merchants be successful and turn their visions into a reality.

What we are looking for:

  • You are an effective communicator who isn’t afraid to have tough conversations.

  • You have empathy and understand how to build trust + rapport with your team in order to challenge them and facilitate growth.

  • You are confident in your skills, trust your judgement, and others look up to you for it.

  • You are driven and hardworking. You are not afraid to speak up and challenge ideas.

  • You are resourceful, ask questions and find information like a pro.

  • You are comfortable in ambiguity and are self-motivated. 

  • You have excellent leadership skills and are passionate about developing others. You have the ability to set goals and motivate others to drive the actions and achieve them.

  • You are effective at managing your time and can get your work done autonomously. 

Responsibilities:

  • Work with Customer Success Representatives and build a high functioning team inside of Shopify Support.

  • Coach your team to be their best so that we can help our Merchants make more money and grow their businesses.

  • Utilize all the tools and data points available to leverage your team's strengths and work on their weaknesses.

  • Meet regularly with your peers and Lead to discuss topics specific to Support, brainstorm coaching opportunities and techniques, and utilize each other's unique skill sets to thrive as a team.

  • Meet regularly with your team 1-1 to ensure they are supported, and equipped for development and success.

  • Impact and help drive the success of the remote teams in Canada as we continue to scale and grow support.

Requirements for the role:

  • Be legally eligible to work in Canada.

  • Be comfortable and productive working from home. 

  • Have prior leadership experience (2-4 years as a Team Lead, Supervisor, or Manager preferred).

  • Have worked in Customer Service, Retail, Technology and/or Contact Centre environments.

  • Have entrepreneurial or business experience (or a strong interest in it!).

Apply Back