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Customer Experience Manager - Buyer Support


1 week ago

Job type: Full-time

Hiring from: USA and Europe only

Category: Customer Service

Shopify has focused the last decade on solving complex problems for entrepreneurs by making commerce seamless and accessible. Now, we want to do the same for customers. 
As a result of social distancing and stay-at-home measures, customers have become more reliant on online ordering than ever before as it becomes more challenging to stay connected to the brands they love.
With our Shop app, we have set out to reimagine the online shopping experience from discovery to delivery, providing every online shopper greater convenience, transparency, and personalization from. By looking at the common pain points in the customer’s shopping journey today and developing specific features like local business discovery, Shop will help both our merchants and their customers develop more meaningful relationships and connections along the way. 
We are currently looking for a Customer Experience Manager - Buyer Support to be part of the Shopify Support team. This person will work directly with the Shop and Buyer Support teams at Shopify to help optimize our delivery model for delightful buyer and merchant support experiences. This position is digital by default and the Customer Experience Manager will work remotely from home.
As we are an entrepreneurial venture within Shopify, we are looking for a self-starter who can balance service design strategy and customer experience with the needs and momentum of our product development. Working with us, you will be responsible for championing the buyer and merchant support journey with Shop and translating product offerings into servicing requirements. Shop is a fast growing product and will define how we handle Buyer Support. 
The ideal candidate will need to be able to navigate ambiguity and increasing interdependent stakeholder teams and product lines within Shopify, as well as understand the need to create support strategies that can both scale and pivot quickly.  

  • Collaborate across disciplines and teams in our Shop product line and our various
  • Support service line teams to understand and inform the support roadmap and ambitions and to ensure both buyer and merchant experiences are at center of decisions.
  • Map the current and future state of the Shop service experience to establish new delivery methods, systems, processes, and tooling that help us scale across every support medium (e.g., chatbot, self-help, one to one, social)
  • Gather and analyze quantitative and qualitative data to develop insights and recommendations on improving the merchant and buyer service experiences and success journeys
  • Track outcomes of service experience improvements & changes and present findings and recommendations to senior leadership
  • Establish and measure support readiness and performance, across a portfolio of products and services   
  • Facilitate strong internal channels of communication and alignment between stakeholders (including support, marketing, operations, product, engineering, legal, PR and more) 

Requirements for the role:
  • Experience in service design or scaling customer experience operations for a B2B and/or B2C SaaS product
  • Experience working with automation, deflection, and self-help tools and strategies to mitigate support debt
  • Experience in using data and working closely with our Product Support Network who leverages data to identify themes and insights - with the overall objective to drive real improvements that will elevate the product journey and support experience
  • Ability to organize complex experiences and processes into simple and actionable recommendations
  • Working knowledge of different approaches to building strong customer experiences and customer journey maps/ processes
  • An established track record of championing complex projects or leading large scale initiatives from inception through to intended outcomes, all the while navigating stakeholder needs and dependencies 
  • Exceptional written and verbal communication skills. You might be presenting at an All-Hands meeting one day, and writing an org-wide email the next 
  • Love building and are comfortable doing the poetry and the plumbing; you can craft high-level strategic plans, and then roll up your sleeves and implement them 
  • Takes initiative, notices broken processes, and anticipates blockers and bottlenecks to put the systems in place before you’re asked 
  • Has the self-awareness to identify any skill gaps in our teams and make clear recommendations on how best to fill these gaps
  • Analytical mindset to create KPI’s to monitor and assess team health and project needs; data literacy and the ability to make sound data-informed decisions
  • Ability to lead with empathy, great problem solving skills, and give direct, constructive feedback 
To apply please answer the questions listed on the application page, as well as include a recent cv/resume and a cover letter addressed to April.
Closing date: This posting will close on Friday, September 25th at 5:00pm EST/9pm GMT
We aim to respond to all candidates within a week after the posted closing date.
At 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.

Before you apply, please check if any restrictions apply in terms of time zone or country.

This job has a geo-restriction in place: USA and Europe only.

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