Senior Learning & Development Specialist, Support

Shopify Inc.; California (MO); Hybrid; USD 64,000 - 93,000; Full time

Job summary

Shopify is seeking an experienced Learning & Development professional to support the Support organization with AI-driven training assets and end-to-end program design.

You will raise the quality of learning content, adapt materials as products change, and collaborate with stakeholders across Support operations and delivery. Your hands-on AI skills will help craft impactful courses, while maintaining editorial judgment and quality.

Qualifications

• 5+ years of experience with executive presence and leading learning programs.
• Experience designing and scaling end-to-end training programs.
• Proven ability to present to senior stakeholders.
• Hands-on experience with AI tools and prompt writing.
• Ability to create high-quality, AI-assisted training content.

Responsibilities

• Design and build training assets from start to finish using AI tools and practices to draft, structure, and produce learning content.
• Raise the quality bar across our learning materials, setting the standard for clarity and accuracy.
• Refine the processes that keep our learning materials cutting edge and relevant as product and process change.
• Manage stakeholders and SMEs — including senior directors — through intake and review, gathering source content and keeping accuracy checks moving.
• Run several projects at once without letting quality or timelines slip.
• Creatively problem-solve custom training solutions, including for tricky or objection-prone scenarios.
• Contribute to the team's content strategy; bring vision and energy.

Skills

Writing & editing

Executive presence

Adult learning design

AI tools & prompts

Program design & scaling

Stakeholder management

Time management

Education

Formal education in instructional design

Tools

Google Workspace

GitHub

VS Code

Job description

• Remote - Canada

About the role

The Support L&D team plays a direct role in that mission by ensuring new Merchant Support Advisors are ready, confident, and capable of delivering exceptional merchant experiences. We move fast, hold high standards, and continuously raise the bar on how we bring people into Shopify Support. Our Support team counts on learning and training materials to make sure they have the tools to handle any question thrown their way.

This is a generalist L&D role: you'll support different parts of Support, adapting your craft to whatever subject matter comes your way — supporting different parts of support, your craft is L&D, adapting L&D knowledge to different subject matters, translating your craft to each different area. You own the craft of training: designing and building training assets end to end, keeping our learning materials current and relevant, and holding the quality bar for everything we ship. You'll strategize on best practices and new ways to deliver training, and monitor feedback and hard data to see what works and what we should iterate. You'll do this with AI as a core part of your practice, not a side experiment. You'll design and write courses using AI tools and prompting, then bring the editorial judgment that makes the output genuinely good. We want someone who can move fast with AI, edit like a human, and knows the value of both.

You'll work in the Learning and Development team supporting the Support organization, partnering closely with stakeholders across Support ops and delivery to plan, and delegate appropriate pieces of work.

What you'll do

Design and build training assets from start to finish using AI tools and practices to draft, structure, and produce learning content.

Raise the quality bar across our learning materials, setting the standard for clarity and accuracy.

Refine the processes that keep our learning materials cutting edge and relevant as product and process change.

Manage stakeholders and SMEs — including senior directors — through intake and review, gathering source content and keeping accuracy checks moving.

Run several projects at once without letting quality or timelines slip.

Creatively problem-solve custom training solutions, including for tricky or objection-prone scenarios.

Contribute to the team's content strategy; bring vision and energy.

What you bring

Stellar writing and copy editing skills on your own, without AI.

5+ years of experience and executive presence — comfortable presenting to and partnering with senior stakeholders.

Formal education and/or significant experience in adult learning design, ideally including technical program design (both large builds and smaller, one-off content).

Hands-on experience with AI tools and prompt writing, with real examples of using them to produce quality content.

A track record of designing and scaling programs end-to-end.

Exceptional stakeholder management and communication skills.

Sharp attention to detail, strong time management, and the ability to hold multiple projects at once, finding creative compromises when priorities compete.

Tools and systems

Google Workspace

GitHub

VS Code

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.

Before you apply, consider if you can:

• 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.