Senior Manager, Product Support – Onboarding

🕒 March 20

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ShopMy

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛍️ eCommerce

☁️ SaaS

🏪 Marketplace

eCommerce • SaaS • Marketplace

ShopMy is a leading platform for creators to monetize their influence through product promotion on social media. It provides a simplified shopping experience for audiences via personalized digital storefronts. With features like enhanced affiliate linking and brand partnerships, creators can build lucrative relationships with over 47,000 brands. For brands, ShopMy offers access to an expansive network of elite creators, enabling streamlined interaction and performance tracking. The platform is designed to unlock growth opportunities and redefine creator-brand collaborations in the digital space.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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