Senior Associate, Product Support

ShopMy

About The Position

ShopMy is revolutionizing the future of e-commerce by building the infrastructure for human-led curation at scale. It enables brands to launch and scale high-impact, performance-driven creator programs, while empowering the most influential creators to monetize their influence and partner directly with the brands they love. Through this operating system, ShopMy powers consumers to discover and buy the world's best products through premium brands, culture-driving tastemakers, and authentic human curation. ShopMy recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures. The company is seeking a Senior Associate, Product Support to join its Product Support team. In this role, the individual will independently own brand health monitoring and click tracking, building proactive systems to catch issues early, communicating clearly with brands, and driving resolution with confidence. The role involves bringing structure and rigor to a high-impact workstream, identifying patterns that inform product improvements, and serving as a trusted escalation resource for the team. Beyond brand health, the Senior Associate will contribute to generalist Brand Support work and help raise the bar on consistency and quality across the team.

Requirements

Bachelor's degree or equivalent experience.
2+ years of experience in affiliate marketing, digital marketing, implementation, product support, or product operations — what matters is that you've operated at the intersection of technical work and client-facing coordination.
Strong project management instincts — this role is fundamentally about coordinating across brands, internal stakeholders, and Engineering to drive issues to resolution. You keep the threads together and nothing falls through the cracks.
Client-ready from day one — you're comfortable joining calls with brand partners, troubleshooting live, and representing ShopMy confidently without needing a ramp period.
Strong written and verbal communication skills — you write clean, concise summaries for both brands and internal stakeholders, and you communicate calmly and clearly even when things are broken.
Technical enough to dig in — you can understand tracking issues, pixel failures, and integration problems at a meaningful level, even if you're not an engineer.
Proactive and self-directed — you identify and execute improvements to workflows without being prompted.
Comfortable managing multiple active issues simultaneously with reliable follow-through.
Proficiency with tools such as Google Suite, Microsoft Office, and Zoom.
Experience with or eagerness to learn Zendesk, Intercom, Linear, or Jira.

Nice To Haves

Direct experience in the affiliate marketing space.
Background in a startup or high-growth SaaS environment.
Familiarity with customer support or bug tracking tools (Zendesk, Intercom, Linear, Jira).
Knowledge of the creator economy, e-commerce platforms, or performance marketing.
Experience with link tracking, attribution, or pixel/conversion monitoring.
Experience mentoring or informally onboarding teammates.
Proven ability to prioritize and execute effectively under tight deadlines.

Responsibilities

Own the brand health monitoring workstream end-to-end: daily dashboard review, issue flagging, brand outreach (email, calls, follow-up), and resolution tracking.
Serve as the first escalation point for Associate-level brand health and tracking questions.
Identify patterns across issues and proactively surface root causes and improvement recommendations to Engineering and Product.
File and track bug reports in Linear with clear, concise summaries suitable for Engineering review — and follow through on prioritization.
Maintain and improve internal documentation for brand health processes without being asked.
Contribute to internal knowledge bases
Identify AI coverage gaps in brand health workflows; edit AI drafts and contribute to improving AI performance.
Support the Brand Support ticket queue on complex or high-impact tickets, applying judgment beyond standard macros.
Contribute to monthly VOC reporting and ad hoc brand health analysis.