Manager, Shopper Support
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Job Description
Manager of Shopper Support driving end-to-end shopper support solutions for e-commerce platform ShopMy. Collaborating with cross-functional teams to enhance customer experience and operational efficiency.
Responsibilities:
- Partner with the Director of Product Support on shopper support strategy — contributing to prioritization, roadmap input, and function-level planning
- Own hands-on queue management and ticket resolution in Intercom, maintaining high quality and fast resolution across shopper support volume
- Monitor shopper support health at the queue level — tracking resolution times, identifying friction patterns, and driving fixes to systemic issues before they impact shoppers at scale
- Define quality standards and escalation protocols for shopper support, ensuring consistency across all touch points
- Lead cross-functional work that improves the shopper experience, partnering with Product, Engineering, CS, and Brand teams to resolve upstream issues
- Build and maintain documentation, workflows, and team norms that help others navigate complex shopper situations consistently
- Leverage AI tools and automation to improve resolution efficiency, reduce manual lift, and surface insights that drive better shopper outcomes
- Flex into emerging support areas as the product and business evolve — from new shopper surfaces to cross-functional initiatives that need a support owner
Requirements:
- Bachelor's degree or equivalent experience
- 3–5 years of experience in customer support, consumer experience, or a related operations role, with demonstrated ability to own complex workstreams independently
- Hands-on experience with Intercom, Zendesk or a similar support platform; comfortable working directly in tooling day-to-day, not just overseeing it
- Experience in e-commerce, marketplace, or consumer tech; familiarity with affiliate or creator platforms a plus
- Proven ability to manage a high-volume support queue while balancing urgency, quality, and process improvement
- Strong data fluency — comfortable synthesizing support metrics and customer signals into actionable insights
- Strong written and verbal communication skills; able to present clearly to leadership and influence cross-functional partners
- 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
- Comfortable operating in ambiguity and picking up emerging workstreams without a defined playbook
Benefits:
- Medical & Dental Coverage at 70%
- Equity in ShopMy
- Flexible PTO
- 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!
- Birthday PTO
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