Manager, Product Support - Brand Onboarding

Shopmy

Holden (MO)

Remote

USD 80,000 - 130,000

Full time

8 days ago

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Benefits offered by this job

Equity in ShopMy

Monetize Your Influence

401(k) with Company Match

Healthcare Coverage

Mental Health Support and More

Flexible PTO

13 Company Holidays

14 Weeks of Paid Parental Leave

Remote-First Culture with an NYC HQ

Workplace & Wellness Stipends

Disability & Life Insurance

Health Care FSA/HSA

Annual Company Offsite

Quarterly Team Co-Locations

Job summary

ShopMy is seeking a Manager, Brand Onboarding to join our Product Support team. This hands-on role runs your own onboarding queue, guiding both Shopify and non-Shopify brands from post-sale to go-live and collaborating with product, engineering, and sales to remove friction.

You’ll split time between live onboarding and strategic improvements, with ET business hours and remote flexibility. You’ll own the onboarding playbook, drive faster launches, and elevate brand experiences.

Qualifications

Bachelor's degree or equivalent experience.
3 to 5 years of experience in client onboarding, implementation, client success, or a related role.
Experience in e-commerce and/or affiliate marketing; hands-on Shopify experience strongly preferred.
Proven ability to manage a portfolio of accounts at once, balancing urgency, quality, and relationships.
Experience handling escalated or high-touch accounts, ideally Enterprise or Premium brands.
Root-causes and systems thinking: you ask why, not just what.
Communicates credibly with Product and Engineering on technical issues.
Comfortable using data and trends to make the case for process changes.
Strong written and verbal communication with brands and internal teams.
Sound judgment balancing speed, accuracy, and risk on high-stakes accounts.

Responsibilities

Manage a mixed Shopify and non-Shopify onboarding queue, getting brands live quickly.
Guide brands through technical setup (integrations, tracking, catalog, and payment configuration) and resolve blockers.
Proactively drive stalled and unresponsive brands forward, keeping account notes current.
Act as the escalation point for Senior Associates and set the quality bar for troubleshooting.
Own onboarding initiatives end-to-end, using data and trends to reduce friction and go-live time.
Partner with Product, Engineering, Sales, and CS on issues and improvements.
Build and improve checklists, docs, and workflows, using AI tools to cut manual lift.

Skills

Client onboarding

Implementation

Communication

Data-driven decisions

Cross-functional collaboration

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

Intercom

Salesforce

Job description

Join ShopMy - Powering the Future of Digital Marketing

ShopMy is transforming e-commerce by building the infrastructure for human-led curation at scale. We help brands run performance-driven creator programs while enabling top creators to monetize their influence and partner directly with the brands they love—driving discovery through trusted tastemakers and authentic recommendations.

ShopMy recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures.

At ShopMy, you're building the future of human-led commerce for the world's best brands, tastemakers, and shoppers. You move fast and see immediate impact in your work, alongside accomplished teammates who are driven by helping find the world's best things. If you’re excited to help shape the future of curated commerce at the intersection of technology, culture, and taste, we’d love to meet you.

About the Role

We're hiring a Manager, Brand Onboarding to join our Product Support team. This is a hands‑on individual contributor role: you'll run your own mixed Shopify and non-Shopify onboarding queue, take point on our most complex and escalated brands, and make the onboarding playbook sharper every month. You'll report to the Senior Manager, Brand Onboarding.

You'll own a defined slice of the onboarding experience end-to-end, from post‑sale through go‑live. Expect roughly 70% of your time in the queue and 30% on projects that reduce friction for brands and for the team. This role is remote and works Eastern Time business hours, with flexibility to support brand launches as needed.

Your Impact In The Role

Manage a mixed Shopify and non-Shopify onboarding queue, getting every brand live quickly with clear kickoffs, proactive updates, and no surprises
Guide brands through technical setup (integrations, tracking, catalog, and payment configuration), resolving blockers within onboarding before they delay launch or become support tickets
Proactively drive stalled and unresponsive brands forward, keeping account notes current so status is always clear
Act as the escalation point for Senior Associates and set the quality bar for troubleshooting and brand communication
Own onboarding initiatives end-to-end, using data and trends to reduce friction, time‑to‑go‑live, and repeat escalations
Partner with Product, Engineering, Sales, and CS on known issues and platform improvements that affect brand launches
Build and continuously improve the checklists, docs, and workflows the team relies on, using AI tools to cut manual lift

You Are Energized By

Rolling up your sleeves on a tricky onboarding and seeing it through to launch
Finding the root cause, not just the fix, and making sure it doesn't happen again
Turning messy processes into clean checklists and docs your teammates actually use
Direct feedback and evolving processes; you own mistakes openly and adjust quickly
Being the person peers and cross‑functional partners trust to get it done
Fast-moving, high‑growth environments where priorities shift and adaptability is a strength

What We Are Looking For

Bachelor's degree or equivalent experience
3 to 5 years of experience in client onboarding, implementation, client success, or a related role
Experience in e-commerce and/or affiliate marketing; hands‑on Shopify experience strongly preferred
Proven ability to manage a portfolio of accounts at once, balancing urgency, quality, and relationships
Experience handling escalated or high‑touch accounts, ideally Enterprise or Premium brands
Root‑cause and systems thinking: you ask why, not just what
Communicates credibly with Product and Engineering on technical issues
Comfortable using data and trends to make the case for process changes
Strong written and verbal communication with brands and internal teams
Sound judgment balancing speed, accuracy, and risk on high‑stakes accounts

Bonus Points

Experience in a startup or high‑growth SaaS environment
Familiarity with Intercom, Salesforce, or similar support and CRM tooling
Knowledge of the creator economy, influencer marketing, or affiliate platforms
Experience working with AI tools (e.g., Fin AI, Claude, or similar) and shaping how they're used in a workflow

Benefits & Perks

ShopMy invests in more than compensation. We support your health, your growth, and your life outside of work.

Equity in ShopMy - Every employee is an owner; all roles receive equity
Monetize Your Influence - Every employee builds and grows their own ShopMy page
401(k) with Company Match - 3% employer contribution, fully vested
Healthcare Coverage - Medical, dental & vision benefits, including a 100% employer-paid medical option and dependent coverage
Mental Health Support and More - We offer employees and their dependents virtual mental health support, urgent care, and primary care visits at no cost
Flexible PTO - Take the time you need, including your birthday off
13 Company Holidays
14 Weeks of Paid Parental Leave
Remote-First Culture with an NYC HQ - Some teams may have different location requirements
Workplace & Wellness Stipends - Support for wellness, home office needs, and a Wellhub membership
Disability & Life Insurance - 100% employer-paid
Health Care FSA/HSA
Annual Company Offsite
Quarterly Team Co-Locations