Product Support Network Specialist (Remote, Canada)

Shopify

Anywhere Remote only

Full time

Customer Services/Support + Customer Success

May 9

About the role

What is a Product Support Network?

The Product Support Network Team (PSN) at Shopify plays a vital role in helping to translate merchants' problems into actionable solutions by being advocates for the “Voice” of our merchants. This team has a curious and creative culture, where research and strong communication is at the forefront of our work.

This unique team lives in Support however it is strongly embedded in our Product teams. PSN primarily acts as the bridge between merchant facing teams and our Product & Engineering teams by gathering, investigating and analyzing qualitative data from merchant feedback, and effectively translating those merchant needs in order to influence the trajectory of their product roadmap. 

We also ensure that all user-facing teams (Support and Commercial teams) are kept informed of new product releases by providing them with all the relevant information they need in order to successfully service our merchants - think somewhere along the lines of large scale internal communication rollouts.

 

What does a Product Support Network Specialist do?

As a Product Support Network Specialist, you will be expected to work across multiple product and user-facing teams including: Product Management, Product Operations, Product Marketing, Technical Writers, Training, Support Advisors, Escalated Support and more.

You will be expected to provide Product teams with actionable insights pertaining to the user-experience both merchants and user-facing teams are encountering while using their specific product line. In order to do this you will be expected to research support topics in depth, analyze pain points, identify strategies, and provide this research to the Product & Engineering team through various reports. The PSN Specialist in this role is an expert in their field and consistently provides feedback to product teams about the performance of their products.

You will also be the project manager for all new product launches by collaborating with relevant stakeholders for all information required by user-facing teams (ie Help Center documentation, Training and Support Content) and share these across Shopify through expertly crafted internal communication campaigns. 

 

Responsibilities & Duties

In the role you will:

  • Influence the product roadmap by providing macro level research such as a State of the Product to stakeholders 3-6 months prior to launch.
  • Consistently advocate for merchants and user-facing teams by attending all Product meetings, demos and more.
  • Continuously organize merchant feedback submitted through our Merchant Frustrations tool and surface recurring trends to Product teams.
  • Test new features to identify pain points, support implications, and unanswered technical questions prior to product launches. 
  • Create launch strategy documents (Care Packages) to encompass all details from Release dates, Product limitations and Eligibility, to Documentation, Training and Marketing.
  • Write and maintain all internal documentation pertaining to your product launches in order to keep user-facing teams informed.
  • Craft internal communication campaigns for product releases and share with stakeholders via various tools (Email, Slack, Shopify’s Changelog etc.).
  • Do deep-dive qualitative research into merchant Support interactions (tickets) to learn about merchant pain points related to product launches and provide this feedback to Product Teams.
  • Participate in PSN team wide meetings and collaborate with leads through 1:1 and coaching sessions.  

Qualifications

  • Minimum 3 years experience in Ecommerce, Product Management or Development.
  • Minimum of 2 years experience working with data, analytics, or research (including an understanding of research methodology).
  • Prior experience with Shopify’s platform.
  • Strong communication skills and very good advocacy skills.
  • Experience working with GitHub, Google Sheets & Analytics softwares.

We are looking for someone who demonstrates:

  • Growth Mindset: Someone who is constantly striving to learn and grow rapidly.
  • Critical Thinking: Someone who has the ability to objectively research and evaluate any given issue in order to formulate an opinion.
  • Strong Communication & Stakeholder Management: Ability to maintain and uphold stakeholder relationships. 
  • Time Management and Prioritization: The ability to prioritize and manage multiple projects effectively, requiring excellent time management skills.
  • Resourcefulness: Someone who has a thirst for knowledge and the ability to use all resources, both internal and external to Shopify, and who is curious in seeking out the truth. 
  • Adaptability: Ability to adapt to a constantly changing environment - Shopify moves incredibly fast, so we need to be able to adapt to new realities and information quickly.
  • High Self Awareness: A strong sense of self awareness and an understanding of how to leverage your strengths, as well as recognizing your areas for growth.

Along with your resume, please answer in the "Message to the Hiring Manager" section your answers to the below two questions:

  1. In the Message to the Hiring Manager section, please tell us about a project you ran from inception to completion. What was your role? Go over the difficulties you had with this project and how you overcame these. 
  2. How do you approach differences of opinion when it comes to partnering with Stakeholders?


Closing Date: This posting will close May 22nd 2022 at 11:59pm EST (or once we receive enough applications). 

You can expect to hear back from us within approximately 3 weeks after submitting your application. 

Shopify is now permanently remote, and working towards a future that is digital by default. Learn more about what this can mean for you.


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.


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 close to what we’re looking for, please consider applying.


#LI-LM4 #LI-REMOTE

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.

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.

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