Manager, Product Support - Brand Onboarding

The role

You will manage a mixed Shopify and non-Shopify onboarding queue and handle complex brand escalations. You will own the onboarding experience from post-sale to go-live and work on projects to reduce friction.

What you will do

• Manage a mixed Shopify and non-Shopify onboarding queue
• Guide brands through technical setup including integrations, tracking, catalog, and payment configuration
• Drive stalled and unresponsive brands forward
• Act as the escalation point for Senior Associates
• Own onboarding initiatives end-to-end using data and trends
• Partner with Product, Engineering, Sales, and CS on platform improvements
• Build and improve checklists, docs, and workflows using AI tools

Required qualifications

• Bachelor's degree or equivalent experience
• 3 to 5 years of experience in client onboarding, implementation, client success, or a related role
• Experience in e-commerce and/or affiliate marketing
• Proven ability to manage a portfolio of accounts at once
• Experience handling escalated or high-touch accounts
• Root-cause and systems thinking
• Communicates credibly with Product and Engineering on technical issues
• Comfortable using data and trends to make the case for process changes
• Strong written and verbal communication with brands and internal teams
• Sound judgment balancing speed, accuracy, and risk on high-stakes accounts

Nice to have

• Hands-on Shopify experience
• Experience in a startup or high-growth SaaS environment
• Familiarity with Intercom, Salesforce, or similar support and CRM tooling
• Knowledge of the creator economy, influencer marketing, or affiliate platforms
• Experience working with AI tools (e.g., Fin AI, Claude, or similar) and shaping how they're used in a workflow

Benefits

• Equity in ShopMy
• Monetize Your Influence - Every employee builds and grows their own ShopMy page
• 401(k) with Company Match - 3% employer contribution, fully vested
• Healthcare Coverage - Medical, dental & vision benefits, including a 100% employer-paid medical option and dependent coverage
• Mental Health Support and More - virtual mental health support, urgent care, and primary care visits at no cost
• Flexible PTO
• 13 Company Holidays
• 14 Weeks of Paid Parental Leave
• Remote-First Culture with an NYC HQ
• Workplace & Wellness Stipends - Support for wellness, home office needs, and a Wellhub membership
• Disability & Life Insurance - 100% employer-paid
• Health Care FSA/HSA

Before you apply

• ShopMy participates in E-Verify and will provide the federal government with your Form I-9 information to confirm work authorization upon hire

About the company

ShopMy is transforming e-commerce by building the infrastructure for human-led curation at scale. The company recently became a unicorn, raising at a $1.5B valuation.