Plus Support Specialist (Remote, New Zealand)
Auckland, Auckland, NZ
4d ago

Company Description

Shopify is a platform built for independent business owners of all shapes and sizes to start, sell, market and manage their businesses online, in-store, and everywhere between.

With a comprehensive set of industry-leading tools, Shopify has helped over 1,000,000 people in 175 countries take control of where they take their businesses.

Headquartered in Ottawa, Canada, Shopify has worked with brands like Unilever, Gymshark, Allbirds and countless others that started with nothing but an idea, a passion, or a purpose.

Job Description

Our team will reviewing applications on a first-come basis and will provide an update on your application (no matter the outcome) within 2-3 weeks of your application being submitted.

This posting will remain open until we've received enough applications to fulfill our available openings.

Kia Ora! We are so excited that you are ready to take your customer relationship experience to the next level and look forward to your application! Please note that we are looking for applications from applicants who are currently residing anywhere within New Zealand.

Shopify has redefined commerce, raising the standard for how companies of all sizes sell their products and services online and offline.

With 1.7 million merchants in more than 175 different countries and the most innovative platform on the market, we continue to grow rapidly while constantly looking for new ways to impact and disrupt markets.

Our support team provides the best business guidance, so merchants have the confidence to grow and develop their business and livelihoods.

Shopify Plus is making enterprise commerce simple. We give high growth, high volume merchants the scalability, reliability and flexibility they need.

Shopify Plus is helping to power commerce for companies like Gymshark, Heinz, Lindt, JB Hifi, Culture Shark, Sony, and many more.

We are in hyper-growth, and this is where you come in.

About the role

Plus Support Specialists empower entrepreneurs around the world, helping our Plus Merchants with a high touch and high care approach through their own dedicated support channels.

Were looking for someone who wants to share their experience to help us move faster. You will be working with enterprise level Merchants, internal stakeholders including Technical Teams, Front End developers and Merchant Success Managers to ensure we are delivering a best in class and highly customized service to our Plus merchants.

Creating an exceptional Merchant experience is integral to success in Plus Support at Shopify. Our Specialists are trained and supported with the appropriate knowledge and tools to determine the best possible resolution for our Plus Merchants and the complex issues they can sometimes face.

They work as part of a small team on a range of channels such as live chat, phone calls and emails and excel in creative solutions and relationship building.

This opportunity is so much more than customer service. Its a change to truly make a difference in the lives of our merchants and grow into an impactful role on a global scale.

Following 5 weeks of training and mentoring, you will begin responding to our merchants on live channels as part of a small team, who is there to support you.

All Support Advisors work a combination of weekdays, weekends and holidays in a full-time capacity. You will do all of this whilst working from home.

Shopify is the largest remote work force in New Zealand, and youll have the backing of a global, people centric tech company that looks after its employees.


  • Available to work full-time (40 hours per week) on a schedule that includes working weekends and holidays on a rotating basis.
  • Live and have legal authorization to work in New Zealand.
  • You have experience with highly customized customer service with high levels of ownership and advocacy.
  • Have appropriate remote work set-up - such as a quiet space, stable internet connection, and a back-up location in case of issues with the primary location.
  • Have access to a wired internet speed of at least 25 Mbps download speed and 10 Mbps upload. You can check your speed here.
  • Proven track record of being incredibly resourceful and finding solutions even when there is no clear path.
  • Ability to adapt to new processes and work accurately in a fast paced, rapidly changing environment.
  • Proficiency with technology paired with excellent typing skills.
  • Have strong reading, writing and communication skills.
  • Possess high level of understanding, patience and empathy. Able to navigate more difficult conversations / interactions with professionalism.
  • Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
  • Ensure privacy and security practices are followed at all times for both merchants and Shopify.
  • Are a highly organized, motivated and adaptive individual. You thrive on growth and change in a high performing culture delivering high-quality outcomes.
  • Have demonstrated the ability to work collaboratively with diverse customers and teams along with outstanding interpersonal, verbal and written communication skills.
  • You are an expert at efficient context-gathering and accurate issue diagnosis.
  • You work well in a fast moving and every changing landscape, in fact you thrive on it!
  • You are inspired to learn and grow and want to make an impact on commerce and to businesses in APAC and beyond.
  • Youre excited to learn about the features available to our Plus merchants, the teams that support them, and can quickly adapt to supporting new products and processes.
  • Are committed to continuous growth and learning. You understand that every challenge is an opportunity and you get excited about learning new things.
  • Bonus experience

  • A background or interest in business, marketing, retail, or sales.
  • Ran or had exposure to running a business or being an entrepreneur.
  • Experience working with enterprise-level merchants (large sized businesses)
  • Additional Information

    At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard.

    Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone.

    We strongly 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 2019 Sustainability Report to learn more about Shopify's commitments.

    Please note that if you havent heard from us in 3 weeks time we recommend checking your junk folder and whitelisting Shopify as, at times, our emails have ended up in junk folders.

    Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is thisclose to what were looking for, consider applying.

    We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.

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