Senior Manager, Product Support – Onboarding

🕒 Março 20

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ShopMy

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🛍️ Comércio Eletrônico

☁️ SaaS

🏪 Marketplace

eCommerce • SaaS • Marketplace

A ShopMy é uma plataforma líder para criadores monetizarem sua influência através da promoção de produtos nas redes sociais. Ela proporciona uma experiência de compra simplificada para o público por meio de vitrines digitais personalizadas. Com recursos como links de afiliados aprimorados e parcerias com marcas, os criadores podem construir relações lucrativas com mais de 47. 000 marcas. Para as marcas, a ShopMy oferece acesso a uma vasta rede de criadores de elite, permitindo uma interação simplificada e acompanhamento de desempenho. A plataforma é projetada para desbloquear oportunidades de crescimento e redefinir colaborações entre criadores e marcas no espaço digital.

Descrição

• Own the full brand onboarding lifecycle from post-sale through go-live, managing a mixed Shopify and non-Shopify queue and ensuring every brand has a clear, well-executed path to launch • Monitor onboarding health at the queue level — tracking timelines, actioning churn risks, and driving resolution of systemic blockers before they impact brands at scale • Define quality standards and escalation protocols for onboarding, ensuring consistency across all touch points and teammates • Lead large, cross-functional initiatives with company-wide impact — whether that’s improving go-live rates, reducing time-to-value, or partnering with Product and Engineering on platform improvements • Partner with the Director of Product Support on long-term strategy, anticipating scale challenges and building preventative solutions • Serve as a thought partner and informal mentor to junior team members, helping them grow their skills and navigate complex client situations • Leverage AI tools and automation to improve onboarding efficiency, reduce manual lift, and surface insights that drive better client outcomes — and influence how the broader team adopts and scales these capabilities

🎯 Requisitos

• Bachelor’s degree or equivalent experience • 4–6 years of experience in client onboarding, client success, or a related implementation role, with at least 1–2 years managing complex, multi-stakeholder projects independently • Demonstrated experience in e-commerce and/or affiliate marketing; familiarity with Shopify strongly preferred • Proven ability to manage a portfolio of accounts simultaneously, balancing urgency, quality, and relationship management • Strong data fluency — comfortable synthesizing support metrics, onboarding timelines, and customer signals into actionable insights • Strong written and verbal communication skills, including the ability to present clearly to leadership and influence cross-functional stakeholders • Experience identifying systemic issues and driving durable fixes, not just resolving individual cases • Excellent time management and prioritization skills; knows what to push forward and what to park • Experience working with Enterprise and Premium Brands

🏖️ Benefícios

• Medical & Dental Coverage at 70% • Equity in ShopMy • Flexible PTO • 14 weeks of parental leave • Wellness & Social Stipend • Technology Stipend • Learning & Development Stipend • 401k program (3% automated contribution from ShopMy!) • Wellhub Membership • Company retreats • Opportunity to monetize your influence- all employees build out a ShopMy page! • Birthday PTO