Support Manager (Canada ) Full Time

We’re hiring experienced, people-focused Support Managers to lead teams of Merchant Support Specialists – the frontline experts empowering entrepreneurs worldwide. As a Support Manager, you’ll coach your team to deliver industry-leading service via chat, phone, and email, using data, AI-powered tools, and proven processes to drive performance and impact. You’ll set and uphold clear standards, champion innovation, and foster a culture where every Specialist thrives. Your leadership will be key in translating metrics to action, practicing extreme ownership, and ensuring Specialists are focused on what matters most: merchant success.

Key Responsibilities

• Lead, coach, and mentor a high-performing team of Merchant Support Specialists, focusing on their delivery of exceptional service for merchants.
• Use AI-powered tools, data, and established playbooks to monitor, assess, document and improve Specialist and team performance; deliver immediate, actionable feedback and set clear, visible standards for growth.
• Guide Specialists in resolving complex and sensitive merchant issues, driving for first-contact resolution and ensuring the team is focused on actions with the greatest direct merchant impact.
• Regularly facilitate team meetings and 1:1s to communicate expectations, create development plans, and keep Specialists informed and adaptable as processes, technologies, and product offerings evolve.
• Monitor KPIs and leverage data to identify merchant experience opportunities, prioritize merchant-critical issues, and differentiate team and individual impact using performance metrics.
• Foster a collaborative, inclusive, and agile team culture rooted in feedback, learning, and accountability.
• Stay closely connected to support operations by using Specialist tools, periodically handling live merchant interactions, and sharing feedback to improve tools and processes.
• Collaborate across teams with managers and internal partners to drive continuous improvement in support tools, practices, and outcomes.
• Ensure Specialists meet documentation, privacy, security, and training requirements – turning mistakes into learning, staying current with innovations, and making decisions that put Shopify’s mission first.

Qualifications

• Proven experience managing and coaching frontline customer support or high-volume operations.
• Ability to leverage AI-powered performance analysis tools and established playbooks to drive individual and team outcomes.
• Demonstrated excellence in coaching to high performance using metrics, delivering feedback, and making results visible.
• Analytical, data-driven mindset; adept at using support analytics tools.
• Fluent in support operations, KPI monitoring, and best practices for compliance and operational rigor.
• Skilled communicator who builds trust, fosters growth, and adapts quickly to change.
• Committed to building a culture of inclusion, feedback, and continuous improvement.
• Passionate about empowering teams and merchants through innovation, ownership, and a relentless focus on impact.

Schedule & Team Alignment

Shopify Support is a 24/7 operation, and our managers work directly alongside their teams to provide real-time coaching. While we are hiring across the country, immediate needs include coverage for afternoon and overnight shifts. You should be prepared to work a schedule that aligns with business needs and team coverage, which may fall outside of a traditional 9-to-5 window.

About Shopify

Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.

This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.

About You

Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.

Before you apply, consider if you can:

• 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

We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.