Senior Support Specialist - Incident Communications

Role Overview:
In Support, our product is people. This includes our merchants, our team, and the success of the entire company we work for. We help people make money. We believe that human conversations help people make lifelong connections to our company. Every interaction with our merchants is an opportunity to do more than answer questions; we create memorable experiences by adding value to their businesses.

The Incident Response (IR) team's mission is to enable everyone to do their best work in times of crisis. Incident Communications is one branch of a three-pronged IR Service Delivery team, which also includes operations and technical responders. The Senior Support Specialist - Incident Communications uses their expertise in strategic communication to make decisions with varying levels of complexity related to incident and crisis communication to Shopify's internal and external audiences. Working closely with stakeholders all over the organization, their goal is to use effective communication to remove barriers for merchants while protecting Shopify's reputation when things don't go according to plan.

In the role you will:

• Consulton, conceptualizeand executesuccessful, on-brand communications strategies for incidents and/or other high-impact scenarios
  
• Usedifferent communication mediums (Shopify Support Twitter, Community, in-admin messages, 1:1 or 1:many email, etc.) to achieve desired outcomes
  
• Empowermerchant-facing teams with key messaging and context to handle incident-related interactions confidently
  
• Stayup-to-date on trends and patterns in the world of incident response and crisis communications
  
• Advocateinternally for the value of communications plans
  
• Useyour subject-matter expertise to consistently produce high-quality work
  
• Lookbeyond symptomatic problems to identify and solve issues at the root cause
  
• Executeon and prioritizedeliverables in a timely manner
  
• Maintainrelationships and collaborateeffectively with relevant stakeholders
  
• Setan example by embodying Shopify's values, and aidin maintaining an environment where our values-based culture thrives
  
• Makedecisions that are highly aligned to the strategic priorities of both Shopify and Support, and that consider merchants, employees, and the business in their outcomes
  
• Contributeto projects that may involve other disciplines or crafts, building reciprocal relationships on the foundation of trust
  
• Managemultiple priorities and tasks with the appropriate level of detail and planning
  
  

Qualifications

Who we are looking for:

• ​​​​​​Passionate about and exceptionally skilled in written and verbal communication
• Proven experience successfully communicating with large audiences through a variety of mediums
• Relationship builder who quickly establishes high-trust connections through collaborative working relationships
• Understands the business needs of merchants and Support and considers both in decision-making
• Sees 5 steps ahead, identifying and mitigating risks before they manifest
• A self starterwho needsminimal oversight
• Challenge the status quo - someone who asks why things are done a certain way and make themselves part of the solution
• Love building. Taking an idea from inception to execution. Identifying and improving on roadblocks and points of failure and iterating on the success and value in the process
• Can quickly become familiar with Shopify's brand voice & tone and can confidently apply it to your writing.

It would be a bonus if you have:

• Prior experience in a strategic, communications-focused role (Public Relations, Crisis communications, etc.)
• Experience using Salesforce Marketing Cloud (ExactTarget)
• Experience working with technical stakeholders and/or translating technical information/language for a non-technical audience
• Project management experience
• Experience working with emergencies or other urgent, high risk situations
  

Closing Date: This posting will close October 6th, 2021(or once we have received enoughapplications).

Location and/or time zone:This role is open to candidates located inCanada.The role will be Monday to Friday, 9am-5pm in your local time zone.

Please note that if you haven't heard from us in 4 weeks' time we recommend checking your junk folder and adding "Shopify" to your inboxfilter as, at times, our emails have ended up in junk folders.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is this close to what we're looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racializedpeople, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. Please take a look at our 2020 Sustainability Report to learn more about Shopify's commitments.

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How we hire

At Shopify, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centres around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.
Learn more about our hiring process