Merchant Support Advisor, Canada

Saaspo; Canada; Remote; CAD 45,000 - 65,000; Full time

Benefits offered by this job

Health and welfare benefits

Fertility benefits

Paid parental leave

Job summary

Shopify Inc. in Canada is seeking a Support Advisor to help merchants win every day by solving complex problems at lightning speed and turning feedback into improvements.

You will work at the intersection of merchant needs and AI capabilities, identifying patterns, building scalable knowledge, and influencing how commerce evolves. This is a dynamic, high-energy role with growth opportunities.

Qualifications

• Experience in contact centers or technical support environments.
• Strong troubleshooting and problem-solving skills with fast decision-making.
• Hands-on experience with AI tools and curiosity for new tech.

Responsibilities

• Deliver exceptional support to merchants via chat, messaging, and phone.
• Navigate complex technical issues rapidly with sound decisions.
• Master technical systems and translate complex concepts into clear guidance for merchants.
• Collaborate with peers to share learnings, best practices, and solutions.
• Leverage AI tools to work faster and improve knowledge base.
• Identify patterns to proactively improve tools, docs, or workflows.
• Adapt across products and channels to support merchants wherever needed.

Skills

Contact center experience

Technical support

AI tools familiarity

Job description

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 the discipline

Support at Shopify

Every discipline at Shopify works close to real merchant problems. You'll join a team that owns meaningful scope, ships to a high bar, and helps millions of entrepreneurs start, run, and scale their businesses.

Growth and rewards

Mastery-matched compensation.

~Mastery

At Shopify, getting better at your craft and increasing your impact is how you grow. Twice a year, we assess both in our ~Mastery cycle, Shopify’s performance review. Achieving higher ~Mastery is a promotion, and when you earn a promotion your total rewards grow with it. Crafter and manager are equal paths, so you can pursue excellence in the craft you’re best at.

Total Rewards

With Flex Comp, your Rewards Wallet gives you agency over your compensation mix. Adjust your mix of cash, restricted share units, and stock options (including programs like Long-Term Equity)* to where it makes sense for you, and mix it up anytime as life and priorities change. Buying a house? Want more skin in the game? Just experimenting? It’s your call.

* Flex Comp program offerings vary based on location, role, and employment type. Full details are set out in our Terms & Conditions and related plan documents.

Built for real life

Room for the rest of your life.

Flexible work, remote by design

A flexible vacation policy means most Shopifolk can take the vacation days they feel they need to recharge.

If a change of everyday scenery is more your jam, Destination 90 means you can work from (almost) anywhere in the world for 90 days of the year.

Your setup

Your battlestation is your home base. Request the desk, chair, and AV gear you need to get shit done.

You need ‘em, we’ve got ‘em. Our health and welfare benefits may include health, dental, vision, disability, and life insurance depending on your country. If you’re in a country without a package, you'll receive a monthly allowance. We also offer mental health support for you and your dependents, including immediate and confidential services like counseling and coaching sessions.

Family support

We offer fertility benefits globally, along with paid parental leave to welcome a new family member.

The Life Story is how we understand the themes of your career journey so far, human to human. What you’ve learned, and how you made a difference. Show us the trophies and the bruises: the problems you’ve solved, the challenges you encountered, the decisions you made, and the lessons you learned along the way.