Merchant Support Advisor, Canada Remote - Canada
Shopify · Remote
- Back
- Merchant Support Advisor, Canada
- Remote - Canada
- Support
- About the role
This is where support becomes innovation. At Shopify, our Support Advisors are building the future of AI-powered commerce to help merchants win every day. We need people who can solve complex problems at lightning speed, elevate their teammates, and turn merchant feedback into breakthrough improvements.
You won't just answer questions—you'll shape how millions of businesses succeed. Working at the intersection of merchant needs and AI capabilities, you'll identify patterns that make our tools smarter, build knowledge that scales globally, and directly influence how commerce evolves. In this high-energy role, every insight matters and every day brings new challenges worth solving. Sound like you? Review further details on your mission as an advisor here.
Note: This role requires availability for shifts starting from 1-4pm your local time and the ability to work weekends.
Key Responsibilities
Deliver exceptional support to merchants via chat, messaging, and phone
Navigate complex technical issues rapidly, making sound decisions without overthinking
Master technical systems and translate complex concepts into clear guidance for merchants
Collaborate with peers to share learnings, best practices, and solutions, raising the team's collective expertise
Leverage AI tools to work faster and smarter, and to improve our knowledge base
Identify patterns in merchant issues and proactively suggest improvements to tools, docs, or workflows
Adapt across products and channels, supporting merchants wherever needed
Qualifications
Contact center or technical support experience (experience supporting entrepreneurs or small businesses is a plus)
Strong technical troubleshooting abilities (certifications are a plus)
Fast, confident decision-making: able to assess situations and prioritize next steps under ambiguity
Hands-on experience with AI tools and genuine curiosity about new technology
A track record of noticing what's broken or inefficient and taking initiative to improve it, not just working around it
Genuine curiosity, whether that's digging deeper into a technical problem, a tool, or something you're into outside of work, and the ability to apply that same curiosity on the job
Background in training or mentoring others (team lead, SME, or similar) is a plus
Excellent English communication skills, with the flexibility to adjust tone and language to the audience
Proven ability to quickly ramp up on new tools and workflows
About Shopify
Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.
This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.
About you
Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.
- Before you apply, consider if you can:
- Care deeply about what you do and about making commerce better for everyone
- Excel by seeking professional and personal hypergrowth
- Keep up with an unrelenting pace (the week, not the quarter)
- Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
- Bring critical thought and opinion
- Put AI agents and tools to work on the tasks they're built for, and focus on the work only humans can do
- Embrace differences and disagreement to get shit done and move forward
- Work digital-first for your daily work
- We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.
- We hire people, not resumes. If you think you’re right for the role, apply now.
- Work with us in your early career
- Dev Degree Program
A 3-4-year program that allows people to earn a computer science degree while working. It’s designed for those looking to break into computer science or transition into the tech field.
- Learn more about our Dev Degree Program
- Internship Program
Shopify offers 4-month paid Engineering internships that are open to students, recent graduates, and those early in their careers.
- Learn more about our Internship Program
- APM Program
Shopify’s 12-month Apprentice Product Manager program is designed to help you gain the skills needed to start a product management career.
- Learn more about our APM Program
- Design Apprentice Program
Shopify's 6-month Design Apprentice Program pairs early-career designers with senior mentors through two rotations. Built for new graduates, career switchers, and those early in their design careers.