Customer Onboarding Lead (Remote, Americas - West)

Customer Onboarding (referred to as Launch Engineering internally) is a core team within the Merchant Experience team at Shopify Plus, and is growing quickly with no intention of slowing down. To help support this team and our growth, we're looking for someone to lead individual contributors who are working with merchants day-to-day. In this team lead role, you will report to the Technology Services Lead, and will be working alongside the other two team leads.

Qualifications

Responsibilities:

• Manage, lead, and most importantly, grow a team of up to 8-10 members
• Oversee the day-to-day operations of Launch Engineering to ensure that Launch Engineers are able to perform efficiently and effectively
• Participate in big picture strategy and goal setting for Launch Engineering and Shopify Plus as a whole
• Be part of recruiting initiatives and play an important role in growing the Launch Engineering team as well as on-boarding new employees
• Tackle tough escalations and make strategic decisions around credits and churn

Requirements for the role:

• Experience managing and leading high-impact teams
• Prior customer facing experience
• Ability to handle customer escalations and navigate through difficult conversations
• Mentoring and coaching direct reports and / or peers
• Building out processes and best practices
• Working on projects to drive changes and/or efficiencies
• Scaling a team at Shopify, or outside of Shopify
• Bonus points if you have previous consulting or project management experience in the technology space

It would be nice if you had:

• Experience building a Shopify Store from start to finish
• Knowledge of our app ecosystem and overall knowledge of our APIs

Note: We are currently hiring in Western North America for this role. Please apply if you are located West of the Mississippi.

We recognize that applying to a new role can be difficult and we truly value your time. This posting will close on January 2, 2022 at 11:59PM EST. Successful applicants can expect to hear back from us by January 21, 2022. Molly is looking forward to reading your application.

To complete your application, please share the following in the "Message to the Hiring Manager" section:

We'd love to hear about your experience leading high impact teams remotely in 2-3 sentences. How have you kept your team engaged in a remote work environment? If you don't have experience with this, please share how you would approach engagement in a remote environment.

Shopify is now permanently remote, and working towards a future that is digital by default. Learn more about what this can mean for you: https://www.shopify.com/careers/work-anywhere

Our belief is that a strong commitment to diversity & inclusion enables us to truly make commerce better for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Please take a look at our Sustainability Reports to learn more about Shopify's commitments to our communities, and our planet: https://www.shopify.com/about/environment#SustainabilityReports

At Shopify, we understand that experience comes in many forms. We're dedicated to adding new perspectives to the team - so if your experience is this close to what we're looking for, please consider applying.

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