Senior Associate, Product Support - Brand Onboarding

ShopMy

2d•Remote

About The Position

ShopMy is hiring a Senior Associate to join its Product Support team and onboard brands to the platform. This is a hands-on, queue-based role in which the Associate owns a Shopify onboarding queue, works directly with brands, and guides them from kickoff through go-live. The role reports to the Senior Manager, Brand Onboarding and is remote, with Pacific Time business hours to provide same-day coverage for West Coast brands and flexibility to support launches as needed. Approximately 80% of the role is spent onboarding brands and 20% on projects to improve the onboarding experience for brands and the team. The Associate handles setup involving Shopify integration, tracking, catalog, and payment configuration; resolves onboarding blockers; manages stalled accounts; and responds to complex questions. The role also includes occasional non-Shopify onboarding, coverage for other accounts, documentation improvements, support for newer Associates, and sharing learnings with the team.

Requirements

Bachelor's degree or equivalent experience.
2 to 3 years of experience in client onboarding, implementation, customer support, or a related role.
Ability to manage multiple accounts while balancing urgency, quality, and relationships.
Strong troubleshooting skills, including the ability to isolate issues and go beyond scripted responses.
Ability to assess brand impact and urgency to prioritize a queue accurately.
Clear, complete written communication that enables brands, teammates, and Engineering to act without follow-up questions.
Strong written and verbal communication with brands and internal teams.
Precision when providing technical guidance, including confirming details before advising on high-stakes launches.
Strong organization, reliability, and follow-through.

Nice To Haves

Hands-on Shopify experience is strongly preferred.
E-commerce, creator, or affiliate platform 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.
Comfort using AI tools such as Fin AI or Claude to work faster and identify gaps.

Responsibilities

Own a dedicated queue of Shopify brands from kickoff through go-live, providing clear next steps and proactive updates.
Guide brands through Shopify integration, tracking, catalog, and payment configuration, and resolve blockers during onboarding.
Complete at least one non-Shopify onboarding per month.
Proactively move stalled or unresponsive brands forward and keep account notes current.
Provide out-of-office coverage for Shopify and low-maintenance accounts.
Resolve complex onboarding questions using judgment beyond macros, escalating to the Manager when needed.
Keep onboarding documentation and checklists current, and flag gaps, root causes, and recurring issues.
Help newer Associates during active onboardings and share learnings with the team.
Contribute to projects that improve the onboarding process for brands and the team.

Benefits

Equity in ShopMy for all employees.
401(k) with a 3% employer contribution, fully vested.
Medical, dental, and vision coverage, 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 dependents.
Flexible PTO, including a birthday off.
13 company holidays.
14 weeks of paid parental leave.
Remote-first culture with an NYC headquarters.
Workplace and wellness stipends, including support for home office needs and a Wellhub membership.
100% employer-paid disability and life insurance.
Health Care FSA/HSA.
Annual company offsite.
Quarterly team co-locations.
Employees can monetize their influence by building and growing their own ShopMy page.