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ashby

Merchant Support Advisor, Canada (Afternoon Shift)

Shopify
Remote, CAN
Full-time
Entry
Remote
Discovered Today
AI tools

Full Job Posting

Key Responsibilities

  • Deliver exceptional support to merchants via chat, messaging, and phone
  • Navigate complex technical issues rapidly, making sound decisions without overthinking
  • Master technical systems and translate complex concepts into clear guidance for merchants
  • Collaborate with peers to share learnings, best practices, and solutions, raising the team's collective expertise
  • Leverage AI tools to work faster and smarter, and to improve our knowledge base
  • Identify patterns in merchant issues and proactively suggest improvements to tools, docs, or workflows
  • Adapt across products and channels, supporting merchants wherever needed

Qualifications

  • Contact center or technical support experience (experience supporting entrepreneurs or small businesses is a plus)
  • Strong technical troubleshooting abilities (certifications are a plus)
  • Fast, confident decision-making: able to assess situations and prioritize next steps under ambiguity
  • Hands-on experience with AI tools and genuine curiosity about new technology
  • A track record of noticing what's broken or inefficient and taking initiative to improve it, not just working around it
  • Genuine curiosity, whether that's digging deeper into a technical problem, a tool, or something you're into outside of work, and the ability to apply that same curiosity on the job
  • Background in training or mentoring others (team lead, SME, or similar) is a plus
  • Excellent English communication skills, with the flexibility to adjust tone and language to the audience
  • Proven ability to quickly ramp up on new tools and workflows

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