Manager, Product Support – Onboarding

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a diverse onboarding queue for both Shopify and non-Shopify clients from post-sale to go-live.

• Expedite brand launches through effective kickoffs, proactive communication, and prevention of issues.

• Assist brands with technical setup, including integrations, tracking, catalog management, and payment configurations.

• Address onboarding obstacles before they hinder launches or escalate into support tickets.

• Propel stalled and unresponsive brands forward while ensuring account notes are up-to-date.

• Act as an escalation point for Senior Associates, establishing high standards for troubleshooting and brand communication quality.

• Manage onboarding initiatives comprehensively, utilizing data and trends to minimize friction, accelerate time-to-go-live, and reduce repeated escalations.

• Collaborate with Product, Engineering, Sales, and Customer Success teams on existing issues and platform enhancements impacting brand launches.

• Develop and refine team checklists, documentation, and workflows by leveraging AI tools to decrease manual tasks.

• Allocate approximately 70% of time to the queue and 30% to process-improvement projects.

• Report directly to the Senior Manager of Brand Onboarding.

⛳️ Requirements

• Bachelor's degree or equivalent professional experience.

• 3 to 5 years of experience in client onboarding, implementation, client success, or a related field.

• Background in e-commerce and/or affiliate marketing; hands-on experience with Shopify is strongly preferred.

• Capability to manage a portfolio of accounts simultaneously while prioritizing urgency, quality, and relationships.

• Experience with escalated or high-touch accounts, preferably with Enterprise or Premium brands.

• Proficient in root-cause analysis and systems thinking.

• Ability to communicate effectively with Product and Engineering teams regarding technical matters.

• Comfortable using data and trends to inform process adjustments.

• Excellent written and verbal communication skills with both brands and internal teams.

• Good judgment in balancing speed, accuracy, and risk on high-stakes accounts.

• Experience in a startup or high-growth SaaS environment is a plus.

• Familiarity with Intercom, Salesforce, or similar support and CRM tools is advantageous.

• Knowledge of the creator economy, influencer marketing, or affiliate platforms is a bonus.

• Experience with AI tools such as Fin AI or Claude is a bonus.

• Must meet U.S. work authorization requirements; ShopMy participates in E-Verify.

🏝️ Benefits

• Equity in ShopMy; all positions include equity options.

• Each employee develops and enhances their own ShopMy page.

• 401(k) with Company Match: 3% employer contribution, fully vested.

• Comprehensive medical, dental, and vision benefits, including a fully employer-paid medical option and dependent coverage.

• Virtual mental health support, urgent care, and primary care visits at no cost for employees and their dependents.

• Flexible PTO, including a day off for birthdays.

• 13 company holidays.

• 14 weeks of paid parental leave.

• Remote-first culture with a headquarters in NYC.

• Stipends for workplace wellness, home office requirements, and a Wellhub membership.

• 100% employer-paid disability and life insurance.

• Health Care FSA/HSA options.

• Annual company offsite.

• Quarterly team co-locations.