ShopMy

Manager, Shopper Support

ShopMy

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • Partner with the Director of Product Support on shopper support strategy — contributing to prioritization, roadmap input, and function-level planning
  • Own hands-on queue management and ticket resolution in Intercom, maintaining high quality and fast resolution across shopper support volume
  • Monitor shopper support health at the queue level — tracking resolution times, identifying friction patterns, and driving fixes to systemic issues before they impact shoppers at scale
  • Define quality standards and escalation protocols for shopper support, ensuring consistency across all touch points
  • Lead cross-functional work that improves the shopper experience, partnering with Product, Engineering, CS, and Brand teams to resolve upstream issues
  • Build and maintain documentation, workflows, and team norms that help others navigate complex shopper situations consistently
  • Leverage AI tools and automation to improve resolution efficiency, reduce manual lift, and surface insights that drive better shopper outcomes
  • Flex into emerging support areas as the product and business evolve — from new shopper surfaces to cross-functional initiatives that need a support owner

Requirements

  • Bachelor's degree or equivalent experience
  • 3–5 years of experience in customer support, consumer experience, or a related operations role, with demonstrated ability to own complex workstreams independently
  • Hands-on experience with Intercom, Zendesk or a similar support platform; comfortable working directly in tooling day-to-day, not just overseeing it
  • Experience in e-commerce, marketplace, or consumer tech; familiarity with affiliate or creator platforms a plus
  • Proven ability to manage a high-volume support queue while balancing urgency, quality, and process improvement
  • Strong data fluency — comfortable synthesizing support metrics and customer signals into actionable insights
  • Strong written and verbal communication skills; able to present clearly to leadership and influence cross-functional partners
  • Experience identifying systemic issues and driving durable fixes, not just resolving individual cases
  • Excellent time management and prioritization skills; knows what to push forward and what to park
  • Comfortable operating in ambiguity and picking up emerging workstreams without a defined playbook
Benefits
  • Medical & Dental Coverage at 70%
  • Equity in ShopMy
  • Flexible PTO
  • 14 weeks of parental leave
  • Wellness & Social Stipend
  • Technology Stipend
  • Learning & Development Stipend
  • 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
queue managementticket resolutiondata fluencyprocess improvementsystemic issue identificationdocumentationworkflow managementautomationcustomer signals synthesissupport metrics analysis
Soft Skills
communication skillstime managementprioritizationcross-functional collaborationproblem-solvingadaptabilityinfluenceindependenceattention to detailstrategic thinking
Certifications
Bachelor's degree