About the job
Join ShopMy – Shaping the Future of Digital Marketing
At ShopMy, we are on a mission to transform e-commerce by creating a robust infrastructure for human-led curation at scale.
We empower brands to initiate and scale impactful, performance-oriented creator programs while enabling influential creators to monetize their impact and collaborate directly with their favorite brands. Our operating system facilitates consumers in discovering and purchasing premier products through authentic human curation, premium brands, and trendsetting tastemakers.
Recently achieving unicorn status with a valuation of $1.5 billion, backed by renowned investors such as Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures, we invite you to help redefine curated commerce at the intersection of technology, culture, and taste.
About the Role
We are looking for a dedicated Shopper Support Manager to become a vital part of our Product Support team. This individual contributor role entails overseeing the entire shopper support experience — from initial contact to resolution. You will collaborate closely with leadership to devise strategies and build the systems, workflows, and documentation necessary for scaling our operations. You should be adept at both high-level strategic thinking and hands-on problem-solving in Intercom, bringing enthusiasm to tackle emerging challenges in a dynamic product environment.
Your Impact in the Role
- Collaborate with the Director of Product Support on developing shopper support strategies, contributing to prioritization, roadmap inputs, and planning at the functional level.
- Manage ticket resolution and queue oversight in Intercom, ensuring quality and swift resolutions across shopper support volume.
- Track shopper support health metrics at the queue level, analyzing resolution times, identifying friction points, and proactively addressing systemic issues to enhance the shopper experience.
- Establish quality standards and escalation protocols for shopper support, guaranteeing uniformity across all interaction points.
- Lead cross-departmental initiatives that enhance the shopper experience by partnering with Product, Engineering, Customer Service, and Brand teams to resolve upstream challenges.
- Create and maintain comprehensive documentation, workflows, and team norms that aid in navigating complex shopper scenarios effectively.
- Utilize AI tools and automation to boost resolution efficiency, lessen manual overhead, and extract insights that enhance shopper outcomes.
- Adapt to emerging support areas as the product and business evolve, from new shopper interfaces to cross-functional projects.

