Merchant Support Advisor, Canada

Shopify

1d

About The Position

Shopify is hiring a Merchant Support Advisor in Canada to provide support to merchants while helping improve AI-powered commerce. Advisors solve complex problems, use merchant feedback to inform improvements, identify recurring issues, and build knowledge that can scale globally. The role involves working across merchant needs and AI capabilities, adapting across products and support channels, and collaborating with teammates to strengthen collective expertise.

The position requires availability for shifts starting between 1 p.m. and 4 p.m. local time and the ability to work weekends.

Requirements

• Contact center or technical support experience.
• Strong technical troubleshooting abilities.
• Ability to make fast, confident decisions and prioritize next steps in ambiguous situations.
• Hands-on experience with AI tools and genuine curiosity about new technology.
• Demonstrated initiative in identifying and improving broken or inefficient processes.
• Curiosity and ability to apply it to work-related problems and tools.
• Excellent English communication skills and ability to adjust tone and language to the audience.
• Ability to quickly learn new tools and workflows.
• Availability for shifts starting from 1 p.m. to 4 p.m. local time.
• Ability to work weekends.

Nice To Haves

• Experience supporting entrepreneurs or small businesses.
• Technical certifications.
• Background in training or mentoring others, such as team lead or subject matter expert experience.

Responsibilities

• Deliver exceptional support to merchants through chat, messaging, and phone.
• Navigate complex technical issues rapidly and make sound decisions.
• Master technical systems and explain complex concepts clearly to merchants.
• Collaborate with peers to share learnings, best practices, and solutions.
• Use AI tools to work more efficiently and improve the knowledge base.
• Identify patterns in merchant issues and suggest improvements to tools, documentation, or workflows.
• Adapt across products and channels to support merchants wherever needed.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed