Senior Customer Support Advocate, Billing

Shopify is hiring a Senior Customer Support Advocate, Billing to join our fully remote team in the United States. As a Senior Customer Support Advocate, Billing, you'll help customers succeed and resolve issues with empathy. This is a full-time, work-from-home role open to candidates across the US (Remote — US (PST)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Maintain high customer satisfaction scores • Document solutions and improve help content • Troubleshoot and resolve product issues • Respond to customer questions via chat, email, and tickets • Escalate bugs and feedback to product teams What we offer: • Flexible working hours across US time zones • Paid parental leave • Generous paid time off and company holidays • 100% remote, work-from-anywhere-in-the-US culture • Comprehensive medical, dental, and vision coverage How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Shopify is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 5+ years of relevant experience • Reliable home internet and a quiet workspace • Comfort with support tools (Zendesk, Intercom) • Excellent written and verbal communication • Ability to learn products quickly Nice to have: • Familiarity with modern collaboration tools (Slack, Notion, Linear) • A growth mindset and eagerness to keep learning