Director of Support

As Director of Support you will lead a growing remote team across Ireland offering various levels of customer support to the over 325,000 Shopify merchants from around the world. At Shopify, you won't hear "because that's how it's done at Company X", which means you will be constantly challenged to re-think and evolve your ideas, to ensure we are always building for the future. We are committed to building a company that lasts 100 years and we need someone with the same vision and ambition to lead our Irish team. The world of retail is changing - and we are the ones changing it.

As a Canadian-based company, we're looking for someone familiar with Ireland and Irish culture. We're hoping to learn from and with you, so that we can make the best decisions regarding the Irish support team as it continues to grow. We have a highly empathetic approach at Shopify. Plain and simple - we care a lot about our people and our customers. This role is critical in ensuring that we are doing best for the folks working for Shopify in Ireland.

What are we looking for exactly?

  • You believe that successful organisations leverage the knowledge and skill set of the teams that speak to their customers the most. Tell us about a customer service experience that had a lasting impact on you.

  • Helping customers succeed is a big source of motivation to you. You’re driven by prospective customers and their potential to grow with your organisation. Tell us about a time that you helped a new customer overcome their challenges and were grateful for your contribution to their success.

  • Ideally we are looking for someone who has experience leading an internationally renowned team where HQ may have been located outside of Ireland. Growing a team that is focused on creating value for both the company and the customers is essential. This materializes both in revenue and growth of long term customers. Previous work in a support or sales environment can be similar to the team you’d be joining.

  • Despite our growth to a worldwide brand, we still value the philosophies and culture that got us to this point. The startup mindset still plays a big part in our day-to-day lives. To be successful here you will need to be excited about learning, growing and innovating quickly - everyday! Think ship fast and iterate.

  • This isn’t a hierarchical team by function. Layers exist out of necessity to maintain small cohesive teams but the way we work looks more like a matrix. Ideally you have experience in this type of team and are able to help this way of working to prosper.

  • Our Director is involved in the strategic planning and optimization of workforce planning, budgets, growth forecasting, team planning. You’re familiar with participating in quarterly financial reviews.

  • You’re going to need to keep in touch with the team in Canada. We use video conference technology like Google Hangouts, and Skype. Do you have any favorites that you’d recommend? You’ll influence our growth across Ireland, Canada and beyond so it’s vital you’re comfortable with the work-from-home lifestyle and are able to commit to travel to Canada on a quarterly basis at minimum.

  • You understand what makes Ireland so special. Whether you’re from Ireland yourself or have experience working in the land of saints and scholars - as long as you really believe in this little island you will meet like-minded individuals committed to making a big impact. What do you see as the biggest opportunity for a company based in Ireland (particularly the West)?

  • We want to build a company where our team encouraged and challenged to improve everyday. Tell us about how you’ve influenced change in your previous organizations, your leadership style and a few of your core values that drive your unique approach to solving problems.

Here's how to apply:
If you're interested in helping shape the future of commerce, click the "Apply now" button to submit your application. Please address your cover letter to Marcie.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is this close to what we’re looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encourage everyone to apply.

Applications close Friday 27th January.

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