ShopMy

Manager, Creator Support – Affiliate

ShopMy

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Own resolution of complex, high-impact inbound support issues related to affiliate networks
  • Act as an escalation point for affiliate-related issues, applying judgment to balance speed, accuracy, and customer impact
  • Identify root causes of recurring affiliate issues and partner with Product and Engineering to drive durable fixes
  • Define and improve support workflows, escalation standards, and documentation within the affiliate support domain
  • Surface trends, risks, and customer insights through structured documentation and reporting
  • Lead high-impact initiatives to reduce inbound volume and improve self-service
  • Partner cross-functionally to inform product decisions, roadmap prioritization, and tooling improvements
  • Contribute to broader Product Support initiatives that improve efficiency, quality, and scale

Requirements

  • Bachelor’s Degree or equivalent experience.
  • 3–5 years of experience in customer support, product operations, technical support, or a related role
  • Demonstrated experience supporting or working with affiliate networks and related tooling
  • Strong troubleshooting skills with the ability to assess impact and risk
  • Proven ability to operate independently and own a defined support domain or initiative
  • Excellent written and verbal communication skills, including cross-functional documentation
  • Comfort partnering with Product and Engineering on complex or ambiguous issues
  • Strong organizational skills and ability to manage competing priorities effectively
Benefits
  • Medical & Dental Coverage at 70%
  • Equity in ShopMy
  • Flexible PTO
  • 14 weeks of parental leave
  • Reimbursements up to $200/month to spend on teammate outings
  • 401k program (3% automated contribution from ShopMy!)
  • Wellhub Membership
  • Company retreats
  • Opportunity to monetize your influence- all employees build out a ShopMy page!
  • Birthday PTO
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingsupport workflowsescalation standardsdocumentationreportingcustomer supportproduct operationstechnical supportaffiliate networksself-service
Soft Skills
judgmentcommunicationorganizational skillsindependencecross-functional collaborationability to manage prioritiescustomer impact assessmentrisk assessment
Certifications
Bachelor’s Degree