Senior Associate, Product Support – Brand Onboarding

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

📋 Description

• Manage a specific queue of Shopify brands from the initial kickoff to successful go-live.

• Facilitate a swift go-live for brands through clear next steps, timely updates, and transparent status communication.

• Provide hands-on guidance to brands during the Shopify integration process, including tracking, catalog, and payment configuration.

• Address onboarding challenges proactively to prevent delays in launches or the creation of support tickets.

• Ensure the completion of at least one non-Shopify onboarding each month.

• Actively advance stalled or unresponsive brands and maintain up-to-date account notes.

• Offer out-of-office support for Shopify and low-maintenance accounts.

• Manage complex onboarding inquiries until resolution and escalate to the Manager when necessary.

• Regularly update onboarding documentation and checklists.

• Identify gaps, root causes, and recurring issues within the onboarding queue.

• Mentor newer Associates during live onboardings and share insights with the team.

• Allocate approximately 80% of your time to brand onboarding and 20% to process improvement initiatives.

• Report directly to the Senior Manager of Brand Onboarding.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• 2 to 3 years of experience in client onboarding, implementation, customer support, or a related field.

• Strong preference for hands-on experience with Shopify.

• Experience in e-commerce, creator, or affiliate platforms is an advantage.

• Ability to manage multiple accounts simultaneously while balancing urgency, quality, and relationships.

• Excellent troubleshooting skills, including the ability to isolate issues and go beyond standard scripts.

• Capacity to assess brand impact and urgency to effectively prioritize tasks.

• Clear and thorough written communication for brands, teammates, and Engineering teams.

• Strong verbal and written communication skills with brands and internal teams.

• Precision in providing technical guidance, especially during critical launches.

• Highly organized and dependable, with a consistent follow-through.

• 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.

• Comfort using AI tools such as Fin AI or Claude is preferred.

• Must comply with U.S. work authorization verification requirements through E-Verify and Form I-9 upon hire.

🏝️ Benefits

• Equity in ShopMy; all positions include equity participation.

• Every employee can create and develop their own ShopMy page.

• 401(k) plan with a 3% employer contribution, fully vested.

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

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

• Flexible PTO policy, including a day off for your birthday.

• 13 company holidays.

• 14 weeks of paid parental leave.

• Remote-first culture with headquarters in NYC.

• Stipends for workplace and wellness needs, including home office essentials and Wellhub membership.

• 100% employer-paid disability and life insurance.

• Health Care FSA/HSA options available.

• Annual company offsite events.

• Quarterly team co-location gatherings.