About the RoleWe're hiring a Senior Associate, Brand Onboarding to join our Product Support team. This is a hands-on, in-the-queue role: you'll own your own Shopify onboarding queue, work directly with brands every day, and get them live fast. You'll report to the Senior Manager, Brand Onboarding.
You'll spend roughly 80% of your time onboarding brands and 20% on projects that make onboarding smoother for brands and the team.
This role is remote and works Pacific Time business hours, giving our West Coast brands same-day coverage, with flexibility to support launches as needed.Your Impact In The Role- Own a dedicated queue of Shopify brands from kickoff through go-live, getting every brand live quickly with clear next steps, proactive updates, and no surprises
- Walk brands hands-on through setup (Shopify integration, tracking, catalog, and payment configuration), resolving blockers yourself within onboarding before they delay launch or become support tickets
- Take on at least one non-Shopify onboarding a month to build range and grow toward a mixed queue
- Proactively drive stalled and unresponsive brands forward, keeping account notes current so status is always clear
- Provide OOO coverage for Shopify and low-maintenance accounts so no brand stalls
- Handle complex onboarding questions through resolution, applying judgment beyond macros and escalating to the Manager when needed
- Keep onboarding docs and checklists up to date without being asked, flagging gaps, root causes, and repeat issues you see in the queue
- Help newer Associates during active onboardings and share what you learn with the team
You Are Energized By- Being on the front line with brands and getting them to launch
- Juggling a full queue and keeping every account moving
- Figuring out why something broke, not just patching it
- Owning a problem from first flag to final fix, and bringing a proposed solution, not just the issue
- Direct feedback and evolving processes; you own mistakes openly and adjust quickly
- Fast-moving, high-growth environments where priorities shift and adaptability is a strength
What We Are Looking For- Bachelor's degree or equivalent experience
- 2 to 3 years of experience in client onboarding, implementation, customer support, or a related role
- Hands-on Shopify experience strongly preferred; e-commerce, creator, or affiliate platform experience a plus
- Proven ability to manage many accounts at once, balancing urgency, quality, and relationships
- Strong troubleshooting skills: you isolate issues and go beyond the script
- Accurately assesses brand impact and urgency to prioritize your queue
- Clear, complete written communication: brands, teammates, and Engineering can act on your updates without follow-up questions
- Strong written and verbal communication with brands and internal teams
- Precision in technical guidance: you confirm before you advise, especially on high-stakes launches
- Highly organized and reliable; you follow through on every account
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
- Comfortable using AI tools (e.g., Fin AI, Claude, or similar) to work faster and spot gaps
The provided salary range is base salary, exclusive of bonus potential or commission, and is a good faith estimate of cash compensation. ShopMy is flexible pending candidate's experience and how our business needs evolve throughout the search. Every employee of ShopMy receives equity on top of cash compensation!
Benefits & PerksShopMy 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
