Merchant Support Advisor, Canada (Canada )

Shopify; Canada; On-site; CAD 42,000 - 68,000; Full time

Job summary

Shopify in Canada seeks a Support Advisor to help merchants win daily by solving problems, sharing learnings, and shaping AI-powered commerce. You’ll work across chat, messaging, and phone, translating complex tech into clear guidance while collaborating with peers to lift the team's expertise.

This role emphasizes fast decisions in ambiguous situations and hands-on use of AI tools to improve tools and knowledge bases; weekend shifts are required.

Qualifications

• Contact center or technical support experience; experience helping entrepreneurs or small businesses is a plus.
• Strong technical troubleshooting abilities; certifications are a plus.
• Fast, confident decision-making under ambiguity.

Responsibilities

• Deliver exceptional support to merchants via chat, messaging, and phone.
• Navigate complex technical issues rapidly and decide next steps.
• Master technical systems and translate concepts into clear guidance.
• Collaborate with peers to share learnings and improve the team.
• Leverage AI tools to work faster and improve the knowledge base.
• Identify patterns and suggest improvements to tools, docs, or workflows.
• Adapt across products and channels to support merchants as needed.

Skills

Excellent English communication

Fast decision-making

AI tools experience

Problem solving

Team collaboration

Tools

AI tools

Job description

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?

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.

• 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.