Senior Customer Support Advocate, Tier 2

Shopify is hiring a Senior Customer Support Advocate, Tier 2 to join our fully remote team in the United States. As a Senior Customer Support Advocate, Tier 2, 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 — USA). 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: • Respond to customer questions via chat, email, and tickets • Maintain high customer satisfaction scores • Troubleshoot and resolve product issues • Escalate bugs and feedback to product teams • Document solutions and improve help content What we offer: • 401(k) retirement plan with company match • Paid parental leave • Comprehensive medical, dental, and vision coverage • 100% remote, work-from-anywhere-in-the-US culture • Competitive salary and meaningful equity 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 • Excellent written and verbal communication • Ability to learn products quickly • Reliable home internet and a quiet workspace • Comfort with support tools (Zendesk, Intercom) Nice to have: • A growth mindset and eagerness to keep learning • Experience in a fast-paced, high-growth environment