ShopMy - Senior Manager, Product Support - Onboarding

• Bachelor’s degree or equivalent experience • 4–6 years of experience in client onboarding, client success, or a related implementation role, with at least 1–2 years managing complex, multi-stakeholder projects independently • Demonstrated experience in e-commerce and/or affiliate marketing; familiarity with Shopify strongly preferred • Proven ability to manage a portfolio of accounts simultaneously, balancing urgency, quality, and relationship management • Strong data fluency — comfortable synthesizing support metrics, onboarding timelines, and customer signals into actionable insights • Strong written and verbal communication skills, including the ability to present clearly to leadership and influence cross-functional stakeholders • 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 • Experience working with Enterprise and Premium Brands • Experience working in a startup or high-growth SaaS environment • Familiarity with Zendesk, Intercom, or similar support tooling • Knowledge of the creator economy, influencer marketing, or affiliate platforms • Experience working with or alongside AI support tools (e.g., Fin AI, Claude, or similar) • The provided salary range is base salary, exclusive of bonus potential or commission and is a good faith estimate of cash compensation. ShopMy is flexible pending candidate's experience and how our business needs evolve throughout the search. Every employee of ShopMy receives equity on top of cash compensation! • ShopMy offers a bundle of benefits on top of being a great place to work. • Our teammates are provided benefits such as: • Medical & Dental Coverage at 70% • Equity in ShopMy • 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!