Customer Onboarding Specialist

About the Company

Shopify is a leading global commerce company, providing trusted tools to start, run, market, and manage a retail business of any size. We believe in building a future where anyone can be an entrepreneur, and we provide the platform to make that a reality. We are a diverse and inclusive team that values collaboration, innovation, and continuous learning. Our remote-first culture fosters a supportive environment where you can do your best work from anywhere.

Job Description

Shopify is seeking a dedicated and empathetic Customer Onboarding Specialist to join our dynamic team. This is a 100% remote position, offering you the flexibility to work from the comfort of your home within Gatineau, Quebec, Canada. As an Onboarding Specialist, you will be the first point of contact for our new merchants, guiding them through the initial stages of setting up their online store. Your mission will be to ensure a seamless and successful launch experience, empowering entrepreneurs to thrive in the world of e-commerce. Our ideal candidate is a proactive problem-solver with a passion for helping others. You will provide tailored support, offer expert advice on Shopify’s features, and troubleshoot initial technical hurdles. Join a company that is committed to making commerce better for everyone, where your contributions directly impact the success of thousands of businesses worldwide.

Key Responsibilities

• Guiding new Shopify merchants through their initial store setup, configuration, and launch processes.
• Providing personalized, one-on-one support via email, chat, and video calls to address merchant queries and concerns.
• Educating merchants on Shopify's features, best practices for e-commerce, and available resources.
• Troubleshooting common setup issues and escalating complex technical problems to appropriate internal teams.
• Ensuring high levels of customer satisfaction and successful merchant activation.
• Documenting merchant interactions and feedback to contribute to product and process improvements.
• Staying up-to-date with Shopify product updates and new features.

Required Skills

• Minimum of 2 years of experience in a customer-facing role, preferably in customer support or onboarding.
• Exceptional written and verbal communication skills with a friendly and professional demeanor.
• Strong technical aptitude and comfort with online platforms and software applications.
• Proven problem-solving abilities and a proactive approach to helping customers.
• Empathy, patience, and a genuine desire to assist and empower new entrepreneurs.
• Ability to work independently and manage time effectively in a remote work environment.
• High-speed, reliable internet connection and a dedicated quiet workspace.

Preferred Qualifications

• Experience with e-commerce platforms or SaaS products.
• Basic understanding of web technologies (e.g., HTML, CSS) is a plus.
• Bilingualism in French and English is a significant asset for this role in Quebec.
• Experience with project management or guiding clients through structured processes.

Perks & Benefits

• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Dedicated remote work stipend for home office setup and internet.
• Opportunities for continuous learning and professional development.
• Employee discounts on Shopify plans and products.
• A supportive and inclusive remote-first work culture.
• Parental leave and family support programs.

Apply Now