Senior Associate, Product Support – Brand

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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

• Own complex or high-impact brand tickets through resolution, applying judgment beyond macros within established frameworks. • Serve as the first escalation point for issues, guiding them through active tickets and chats. • Identify root causes behind recurring issues and recommend fixes, not just workarounds. • Maintain and improve internal knowledge bases and onboarding docs proactively. • Identify AI coverage gaps, edit AI drafts, and contribute to improving Fin AI's performance for Brand Support. • Build or fix missing or broken workflows, macros, and documentation. • Partner with Product, Engineering, and Trust & Safety to surface trends and resolve systemic issues.

🎯 Requirements

• Bachelor's Degree or equivalent experience. • 2–4 years in customer support, brand/account support, or product operations. • Strong working knowledge of support workflows and common edge cases, with troubleshooting beyond macros. • Ability to assess customer impact and urgency accurately to prioritize effectively. • Clean, concise written communication suitable for Product or Engineering review. • Comfortable creating or improving documentation, workflows, and resources independently. • Ownership, judgment, and reliability as an escalation resource. • Proficiency with Google Suite, Microsoft Office, and Zoom. • Fluency with support platforms such as Zendesk, Intercom, or Jira. • Bonus: startup or high-growth SaaS experience; informal guidance of junior teammates; familiarity with AI-powered support tools; creator economy, affiliate marketing, or e-commerce knowledge; ability to execute under tight deadlines.

🏖️ 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 • Brand new NYC HQ office