Senior Associate, Product Support - Brand Onboarding
New
S
ShopMyDigital marketing
US - Remote, Pacific Time business hoursFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 2 to 3 years of experience in client onboarding, implementation, customer support, or a related role
- Required Skills
- SalesforceShopifyAccount ManagementTroubleshootingCustomer support
Requirements
- Bachelor's degree or equivalent experience.
- 2 to 3 years of experience in client onboarding, implementation, customer support, or a related role.
- Hands-on Shopify experience is strongly preferred.
- E-commerce, creator, or affiliate platform experience is a plus.
- Ability to manage multiple accounts while balancing urgency, quality, and relationships.
- Strong troubleshooting skills, including the ability to isolate issues and go beyond scripts.
- Ability to assess brand impact and urgency when prioritizing a queue.
- Clear, complete written communication that enables brands, teammates, and Engineering to act without follow-up questions.
- Strong written and verbal communication with brands and internal teams.
- Precision in technical guidance, including confirming details before advising on high-stakes launches.
- Strong organization, reliability, and follow-through.
- Startup or high-growth SaaS experience is a bonus.
- Familiarity with Intercom, Salesforce, or similar support and CRM tools is a bonus.
- Knowledge of the creator economy, influencer marketing, or affiliate platforms is a bonus.
- Comfort using AI tools such as Fin AI or Claude is a bonus.
Responsibilities
- Own a dedicated queue of Shopify brands from kickoff through go-live, providing clear next steps and proactive updates.
- Guide brands through Shopify integration, tracking, catalog, and payment configuration.
- Resolve onboarding blockers before they delay launches or become support tickets.
- Take on at least one non-Shopify onboarding each month.
- Move stalled and unresponsive brands forward and keep account notes current.
- Provide out-of-office coverage for Shopify and low-maintenance accounts.
- Resolve complex onboarding questions, using judgment beyond macros and escalating to the Manager when needed.
- Keep onboarding documentation and checklists up to date, and flag gaps, root causes, and recurring issues.
- Help newer Associates during active onboardings and share learnings with the team.
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