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Lead, Support Operations

Shopify· Support
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RemoteFull-timePosted 2w ago

About the role

We're looking for a Support Operations Lead who thinks in systems, seeks to understand before building, and leads through influence. You'll own the operational processes, systems, and intelligence behind Support Operations, diagnose root causes, redesign processes to improve outcomes, and use automation and AI with judgment to build scalable solutions. This is an individual contributor role focused on solving big problems with cross-functional collaboration.

Responsibilities

  • Understand before building. Run real discovery and find the root cause, not the symptom.
  • Prioritize by impact on the merchant, the Support Advisor, or the business.
  • Design processes that work, not just processes that exist. Build in clear ownership, measurable outcomes, and feedback loops. If a process doesn't improve outcomes, redesign it or retire it.
  • Exercise judgment on when to automate and when not to. Automate stable, repeatable work, keep the calls that need human judgment, and never automate a broken process.
  • Build reliable metrics and reporting. Turn one-off analyses into always-on reporting so leadership doesn't have to ask.
  • Lead across teams. You'll work with Operations, Workforce Planning, Delivery, Product, Data teams. You'll ship operational improvements with people who don't report to you.
  • Use AI with taste. Build, analyze, and communicate with AI tools, and make the output not feel AI-generated.
  • Have a point of view, and make it visible. Bring an opinion to strategic discussions and surface problems and opportunities before you're asked. Communicate what you're building and the outcomes it drives so your impact is clear to teams and leadership.

Qualifications

  • 5+ years driving an operations or support function (Support Ops, RevOps, BizOps, or Product Ops) that included owning systems and processes end to end, not just coordinating them.
  • Experience improving operations in a large, complex, global organization, ideally a support organization, where the number of stakeholders and the complexity of systems demand a mature operations model.
  • Strong systems thinking. You anticipate second-order effects, constantly challenge the status quo, and optimize the whole system rather than one step at the expense of another.
  • Experience with operational discovery, service design, and process mapping, including building processes with clear ownership, measurable outcomes, and feedback loops.
  • Instinctive use of AI to create impact in your work, with a commitment to growing your AI proficiency as the tools evolve. You've built AI workflows, automations, or internal tools, and you know when automation adds value and when human judgment is still needed.
  • Data-driven problem solving. You're comfortable in BigQuery, dashboards, and messy data, and you've built reporting systems that changed how a team operated.
  • Proven cross-functional leadership, shipping change with teams that didn't report to you. You communicate clearly and manage change well, so teams know what's different and actually adopt it.
  • Familiarity with support tooling, CRM, routing, automation, and Support Advisor workflows, and with merchant, partner, or customer-support environments.
  • Comfort with ambiguity. There's no playbook, and taking initiative comes naturally.

Skills

Required:Systems thinkingOperational discoveryProcess mappingAI/workflowsData analysis

Benefits

  • We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.
Last updated Oct 8, 2026. Interested? Apply on the company site.

About Shopify

Dream big, build fast, and grow far on Shopify.

Shopify is the leading all-in-one commerce platform for businesses, offering tools to manage every part of your business, from online store to in-person sales and global expansion.

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