Join Smile.io as the Lead for Merchant Support, focusing on transforming customer interactions into positive outcomes. This remote prospect emphasizes coaching, analytics, and leveraging AI for improved support.

In this full-time role, you will oversee Merchant Support and Technical Support teams, ensuring they deliver exceptional service. This includes coaching team members, managing key performance metrics, and developing scalable solutions for customer support challenges. Your deep experience in the Shopify ecosystem will help solidify your credibility as you build winning support systems.

Key Responsibilities:
• Supervise coaching and development for support teams
• Improve customer satisfaction and app ratings




• Optimize support processes using AI technologies
• Handle escalations for critical merchant issues
• Keep close connections with merchants for real insights

Requirements:
• Strong understanding of Shopify support conventions
• Proven experience in coaching and team leadership
• History of driving performance improvements
• Analytical mindset with focus on metrics
• Familiarity with AI tools for support enhancement

Deliver exceptional merchant support while leading a motivated team at Smile.io.
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📌 Lead Merchant Support Role Remote (Ontario)
🏢 Smile
📍 Ontario