Take the lead in support at Smile.io, the largest loyalty platform for ecommerce brands. This remote role focuses on coaching, systems building, and delivering 5-star service to merchants.

As a Senior Lead in Support, you'll manage the Merchant Support and Technical Support teams. This player/coach role emphasizes performance management, metrics ownership, and creating scalable strategies for top-notch support. Your experience in the Shopify ecosystem will guide your coaching and operational improvements across support functions.

Key Responsibilities:
• Lead Merchant and Technical Support teams effectively
• Enhance app store ratings and support metrics
• Build quality-assurance systems with AI tools




• Conduct regular escalations for high-profile clients
• Maintain hands-on merchant interactions daily

Requirements:
• Deep knowledge of Shopify and merchant expectations
• Experience in player/coach settings
• Proven track record of improving support metrics
• Solid analytical skills with performance management
• Ability to leverage AI for operational efficiency

Embrace the prospect to craft exceptional support experiences and drive merchant loyalty at Smile.io.
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📌 Senior Support Lead At Smile Io Ontario
🏢 Smile
📍 Ontario