Senior Associate, Product Support – Brand

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

📋 Description

• Take ownership of complex or high-impact brand tickets until resolution, utilizing judgment beyond established macros within existing frameworks.

• Act as the primary escalation point for issues, providing guidance through ongoing tickets and chats.

• Analyze root causes of recurring problems and suggest solutions, instead of merely implementing temporary fixes.

• Proactively maintain and enhance internal knowledge bases and onboarding documentation.

• Detect AI coverage deficiencies, refine AI drafts, and help enhance Fin AI's effectiveness for Brand Support.

• Construct or repair any missing or malfunctioning workflows, macros, and documentation.

• Collaborate with Product, Engineering, and Trust & Safety teams to highlight trends and address systemic challenges.

⛳️ Requirements

• A Bachelor's Degree or equivalent experience is required.

• 2–4 years of experience in customer support, brand/account support, or product operations.

• Extensive knowledge of support workflows and common edge cases, with troubleshooting skills that extend beyond macros.

• Capable of accurately assessing customer impact and urgency to prioritize tasks effectively.

• Clear and concise written communication skills appropriate for review by Product or Engineering teams.

• Comfortable independently creating or enhancing documentation, workflows, and resources.

• Exhibit ownership, sound judgment, and reliability as an escalation resource.

• Proficient in Google Suite, Microsoft Office, and Zoom.

• Familiarity with support platforms like Zendesk, Intercom, or Jira.

• Bonus: Experience in startup or high-growth SaaS environments; informal mentorship of junior colleagues; knowledge of AI-driven support tools; insights into the creator economy, affiliate marketing, or e-commerce; ability to perform under tight deadlines.

🏝️ Benefits

• Medical & Dental Coverage at 70%

• Equity in ShopMy

• Flexible PTO

• 14 weeks of parental leave

• Wellness & Social Stipend

• Technology Stipend

• Learning & Development Stipend

• 401k program (3% automated contribution from ShopMy!)

• Wellhub Membership

• Company retreats

• Opportunity to monetize your influence— all employees build out a ShopMy page!

• Birthday PTO

• Brand new NYC HQ office