Manager, Product Support - Brand Onboarding

ShopMy

1d•Remote

About The Position

ShopMy is hiring a hands-on individual contributor to manage brand onboarding as part of its Product Support team. The role owns a defined portion of the onboarding experience from post-sale through go-live, including a mixed Shopify and non-Shopify onboarding queue and the most complex or escalated brands. Approximately 70% of the role is queue work and 30% is projects to reduce friction for brands and the team. The position reports to the Senior Manager, Brand Onboarding, is remote, and follows Eastern Time business hours, with flexibility to support brand launches as needed. The manager guides brands through technical setup, drives stalled onboardings forward, and ensures clear communication and current account records. They also act as an escalation point for Senior Associates, lead onboarding initiatives informed by data and trends, and collaborate with Product, Engineering, Sales, and Customer Success on platform issues and improvements. They continuously improve team checklists, documentation, and workflows, including use of AI tools to reduce manual work.

Requirements

Bachelor's degree or equivalent experience.
3 to 5 years of experience in client onboarding, implementation, client success, or a related role.
Experience in e-commerce and/or affiliate marketing.
Ability to manage a portfolio of accounts while balancing urgency, quality, and relationships.
Experience handling escalated or high-touch accounts, ideally Enterprise or Premium brands.
Root-cause analysis and systems-thinking skills.
Ability to communicate credibly with Product and Engineering about technical issues.
Comfort using data and trends to make the case for process changes.
Strong written and verbal communication with brands and internal teams.
Sound judgment balancing speed, accuracy, and risk on high-stakes accounts.

Nice To Haves

Hands-on Shopify experience.
Experience in a startup or high-growth SaaS environment.
Familiarity with Intercom, Salesforce, or similar support and CRM tools.
Knowledge of the creator economy, influencer marketing, or affiliate platforms.
Experience using AI tools such as Fin AI or Claude and shaping their use in workflows.

Responsibilities

Manage a mixed Shopify and non-Shopify onboarding queue, helping each brand launch quickly through clear kickoffs, proactive updates, and predictable communication.
Guide brands through technical setup, including integrations, tracking, catalog, and payment configuration, and resolve blockers before they delay launch or generate support tickets.
Proactively move stalled or unresponsive brands forward and keep account notes current.
Act as the escalation point for Senior Associates and set quality standards for troubleshooting and brand communication.
Own onboarding initiatives end-to-end, using data and trends to reduce friction, time-to-go-live, and repeat escalations.
Partner with Product, Engineering, Sales, and Customer Success on known issues and platform improvements affecting brand launches.
Build and continuously improve team checklists, documentation, and workflows, using AI tools to reduce manual work.

Benefits

Equity in ShopMy for every employee.
Employees can monetize their influence by building and growing their own ShopMy page.
401(k) with a 3% employer contribution, fully vested.
Medical, dental, and vision benefits, including a 100% 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 the employee's birthday off.
13 company holidays.
14 weeks of paid parental leave.
Remote-first culture with an NYC headquarters; some teams may have different location requirements.
Workplace and wellness stipends for wellness and home-office needs, plus a Wellhub membership.
100% employer-paid disability and life insurance.
Health Care FSA/HSA.
Annual company offsite.
Quarterly team co-locations.