Shopify Retail is an emerging division within Shopify, building the software and hardware that powers retail shops and in-person sellers. Our innovative products are changing the way in-person commerce is done, and our team is writing a new chapter in Shopify’s growth story. Our growing onboarding team works with established and emerging retail brands as they begin working with Shopify Retail. This includes partnering with store owners, managers and staff — in-person, remotely and with training resources — to implement Shopify Point of Sale (POS) in their stores and ensure they are set up for ongoing success. We’re merchant obsessed and driven in our goal to see entrepreneurs and brands succeed.
Retail Onboarding is preparing for hyper-growth, and we’re looking for someone who has been down that path and wants to share their experience to help us move faster. In your role as Retail Onboarding Lead you will lead a team of Onboarding Specialists helping to launch new Shopify POS merchants. You will also work directly with retailers and their partners to provide onboarding support in complex cases yourself. As a subject matter expert on the Shopify Retail platform (POS, mobile, hardware), you’ll help to educate and share retail commerce best practices with our merchants.
Ensuring a fast, easy, and exceptional onboarding experience for our new merchants using Shopify POS; meeting monthly onboarding goals
Building and leading a high-performance team of Onboarding Specialists and Coordinators that train merchants and set them up for success with Shopify POS
Acting as a point of contact for complex merchants throughout their onboarding journey, leveraging Shopify support and other teams to provide the best merchant experience at scale
Becoming a subject matter expert on the ever-evolving Shopify Retail platform and ecosystem
Defining, implementing and continually iterating our on-boarding tactics
Creating and implementing processes and tools that reflect best practices
Collaborating with other Shopify teams (sales, support, marketing) to design and implement a complete customer life-cycle journey
Working with supporting teams (data, business operations, recruiting, etc) to build infrastructure for a growing team and customer base
Providing input to product priorities and marketing campaigns
First-hand experience onboarding merchants onto retail POS
High energy, high integrity leader; able to motivate, inspire and drive results
A strong teacher / coach with high emotional intelligence and empathy
Excellent communication skills, comfortable with public speaking and facilitating training
Experience building and leading high-performance operations, sales, support or onboarding teams in a fast-growing business
Track record of excellence and achievement
Strong analytical thinking; using data to solve problems and drive decision making
Passion for retail, commerce and merchant success
Desire to get your hands dirty and have an impact
This posting will closed on Jan 31st at 12 pm EST - please make sure to get your application before then.
At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.