Join Shopify as a Merchant Support Advisor
Help Merchants Win with Shopify 💪
Join Shopify as a Merchant Support Advisor in Western Canada (PST/MST) and help millions of entrepreneurs succeed by pairing powerful AI tools with real human expertise
Your Mission as a Merchant Advisor
You're not just answering questions – you're the trusted voice that helps entrepreneurs turn their dreams into reality
Merchant Champion
Be the trusted guide who advocates for merchant success
Expert Unblocker
Be curious to cut through complexity and understand the root cause
Technical Translator
Turn complex problems into simple, step-by-step guidance
Global Scale Enabler
Deliver outcomes to entrepreneurs from over 175 countries
🎯 What Makes a Great Advisor
We're looking for problem-solvers who genuinely care about merchant success
Experience That Matters:
- You've stuck with roles for 2+ years (we value commitment)
- You've trained or mentored others (leadership matters)
- You know your way around contact centers
- You type 35+ WPM and communicate clearly
- You solve problems quickly without overthinking
- You've used AI tools in real work situations
Bonus Points For:
- Experience working in Support in a tech, SaaS, or commerce environment
- Technical certifications or ongoing learning
- Supporting entrepreneurs or small businesses
- Building something cool with AI
- Experience handling high-volume customer interactions in a contact centre
☀️ Life as a Support Advisor
📅 Your Schedule
- 40 hours/week
- Afternoon shift: 1-4 PM PST/MST
- 6-week scheduling rotation, which includes 2 full weekends out of those 6 weeks
- Schedules start on Sunday and end on Saturday
⏰ Daily Flow
- 8-hour shifts with 30-min lunch
- Handle 2+ concurrent chats
- Start with performance check-ins
- End with 30-min follow-up time
🎯 Success Metrics
- Ability to manage 2+ concurrent chat interactions
- High first issue resolution
- Exceptional merchant satisfaction
- Interaction control
🔄 Work Rhythm
- Consistent daily routines
- Regular team touchpoints
- Built-in coaching sessions
- Time for skill development
*Rotation weeks assigned during onboarding and subject to change based on business needs
😊 Smiley Comments
Real feedback from merchants about their support experiences.
"Smiley Comments" are what we call the positive ratings and testimonials merchants leave after getting help from our Support Advisors.
"This was the best customer service I've ever received! Super helpful and efficient! Got everything sorted and reassured me completely throughout! For someone that's rubbish with technology, I was so grateful for the fabulous support and has made me know that using Shopify was the right decision, so thank you!"
"Very patient and well reassuring! Answered every question thoroughly, and even took the time to look more into the matter. Still working with him currently, but I am in amazement from the professionalism! He's all that and a bag of chips and needs a well deserving, nice and fat raise. Before the holidays. Thanks!"
"I thought I could not do it, this is too overwhelming. But now I've been going through while we talked, you've answered a lot of questions, I appreciate it... You just gave me a nice boost of confidence and reaffirmed that I am on track to success."
🌱 Your Growth Journey
Our entirely remote onboarding program sets you up for success from day one
🎓 4-Week Remote Onboarding
Blended learning with cohort support • Mon-Fri, 10am-6pm EST
Foundation & Culture
Learn Shopify's culture and platform, develop core troubleshooting skills through AI-powered simulations
Tech Deep Dive
Deepen your technical knowledge, shadow experienced Advisors, practice with AI tools
Supervised Chats
Handle live merchant chats under supervision, apply your learning in real scenarios
Final Assessment
Complete live chat assessments across multiple topics to ensure you're ready to graduate
Heads up: Onboarding is the only time you'll have a fixed schedule (which will be shared in advance) and will typically have Stat holidays off
💰 Let's Talk Money
💵 Base Salary
Plus overnight premium where applicable
🎁 Contract Benefits
Same benefits as permanent employees* • 10 vacation days • 10 sick/personal days • Stat holiday pay
*except STD/LTD coverage
💳 Flexible Funds
Allocate to HSA or receive as cash throughout the year
💸 Pay Schedule
Like clockwork - predictable and consistent paychecks
🚀 Your Path to Joining Shopify
Our interview process is straightforward and fair. We want to find people who'll thrive here – and we move fast.
Application Review
Submit your application through our careers page. We review every application and look for passion for commerce and helping others succeed.
2-3 daysInitial Screen
A 15-minute phone call with our recruiting team to discuss your background, interest in Shopify, and the role. You'll also get a request to try out making your very own Shopify store. We will discuss it during our call.
15 minutesShopify Life Story
The Life Story interview is about understanding the themes of your career journey so far, what you have learned, and how you made a difference. We're interested in the trophies and the bruises: the problems you solved, the challenges you encountered, the decisions you made, and the lessons you learned. The best way to prepare for the Life Story interview is to spend time reflecting on all the experiences and decisions that brought you to where you are today.
30 minsChat Simulation
Experience what it's like to be a Merchant Advisor through a live and realistic chat simulation. We assess communication skills and problem-solving ability.
60 minutesDecision & Offer
We aim to make decisions quickly. If you're a fit, expect an offer within 48 hours of your final interview.
1-2 days📝 Interview Tips
Be Yourself
Authenticity matters. We want to get to know the real you.
Show Your Passion
Share why you're excited about commerce and helping entrepreneurs.
Ask Questions
Come prepared with thoughtful questions about the role and company.
Practice Chat Communication
Familiarize yourself with clear, concise written communication.
Ready to Help Merchants Win? 🚀
February 2026 starts are filling up in Western Canada. Let's chat!
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