Manager, Product Support – Onboarding

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

✅ Product Manager

👻 Ghost score 25%

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ShopMy

WebsiteLinkedInAll Job Openings

51 - 200 employees

📣 Marketing

🛍️ eCommerce

☁️ SaaS

Marketing • eCommerce • SaaS

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

• Manage a mixed Shopify and non-Shopify onboarding queue from post-sale through go-live • Get brands live quickly through clear kickoffs, proactive updates, and issue prevention • Guide brands through technical setup, including integrations, tracking, catalog, and payment configuration • Resolve onboarding blockers before they delay launches or become support tickets • Drive stalled and unresponsive brands forward and keep account notes current • Serve as escalation point for Senior Associates and set the troubleshooting and brand-communication quality bar • Own onboarding initiatives end-to-end using data and trends to reduce friction, time-to-go-live, and repeat escalations • Partner with Product, Engineering, Sales, and Customer Success on known issues and platform improvements affecting brand launches • Build and improve team checklists, documentation, and workflows using AI tools to reduce manual work • Spend approximately 70% of time in the queue and 30% on process-improvement projects • Report to the Senior Manager, Brand Onboarding

🎯 Requirements

• Bachelor's degree or equivalent experience • 3 to 5 years of experience in client onboarding, implementation, client success, or a related role • Experience in e-commerce and/or affiliate marketing; hands-on Shopify experience strongly preferred • Ability to manage a portfolio of accounts simultaneously while balancing urgency, quality, and relationships • Experience handling escalated or high-touch accounts, ideally Enterprise or Premium brands • Root-cause and systems thinking • Ability to communicate credibly with Product and Engineering on technical issues • Comfort using data and trends to support process changes • Strong written and verbal communication with brands and internal teams • Sound judgment balancing speed, accuracy, and risk on high-stakes accounts • Experience in a startup or high-growth SaaS environment is a bonus • Familiarity with Intercom, Salesforce, or similar support and CRM tooling is a bonus • Knowledge of the creator economy, influencer marketing, or affiliate platforms is a bonus • Experience with AI tools such as Fin AI or Claude is a bonus • Must satisfy U.S. work authorization requirements; ShopMy participates in E-Verify

🏖️ Benefits

• Equity in ShopMy; all roles receive equity • Every employee builds and grows their own ShopMy page • 401(k) with Company Match: 3% employer contribution, fully vested • Medical, dental & vision benefits, 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 birthday off • 13 company holidays • 14 weeks of paid parental leave • Remote-first culture with an NYC HQ • Workplace and wellness stipends for wellness, 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

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