Senior Customer Support Specialist, Onboarding

Shopify is hiring a Senior Customer Support Specialist, Onboarding to join our fully remote team in the United States. As a Senior Customer Support Specialist, Onboarding, you'll help customers succeed and resolve issues with empathy. This is a part-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: • Troubleshoot and resolve product issues • Document solutions and improve help content • Maintain high customer satisfaction scores • Respond to customer questions via chat, email, and tickets • Escalate bugs and feedback to product teams What we offer: • Paid parental leave • 100% remote, work-from-anywhere-in-the-US culture • 401(k) retirement plan with company match • Annual learning and professional development budget • Flexible working hours across US time zones 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 • Empathy and patience • Ability to learn products quickly • Comfort with support tools (Zendesk, Intercom) Nice to have: • Experience working in a fully remote or distributed team • A track record of taking ownership and shipping independently