Overnight Merchant Support Advisor, Canada
Job Description
This is where support becomes innovation. At Shopify, our Support Advisors are building the future of AI-powered commerce to help merchants win every day. We need people who can solve complex problems at lightning speed, elevate their teammates, and turn merchant feedback into breakthrough improvements.
You won't just answer questions—you'll shape how millions of businesses succeed. Working at the intersection of merchant needs and AI capabilities, you'll identify patterns that make our tools smarter, build knowledge that scales globally, and directly influence how commerce evolves. In this high-energy role, every insight matters and every day brings new challenges worth solving. Sound like you? Review further details on your mission as an advisor here.
This is a remote role and our shifts will start between 9pm - 11pm in your local time zone.
Key Responsibilities:
Deliver exceptional support to merchants via chat, messaging, and phone
Collaborate with peers to share learnings, best practices, and solutions, raising the team’s collective expertise
Navigate complex technical issues rapidly, making quick decisions without overthinking
Master technical systems and translate complex concepts into clear guidance
Leverage AI tools to enhance problem-solving and improve our knowledge base
Continuously refine help documentation through our knowledge-centered service model
Adapt across products and channels, supporting merchants wherever needed
Qualifications:
Background in training or mentoring others (team lead, SME, or similar experience)
Fast, confident decision-making ability to rapidly assess situations and prioritize the best next steps
Contact center or technical support experience (experience supporting entrepreneurs especially!)
Strong technical troubleshooting abilities (certifications are a major plus)
Hands-on experience with AI tools and genuine excitement about new tech
Excellent English communication skills with the flexibility to adjust tone and language to the audience
Proven ability to quickly ramp up to new tools and workflows
Ability to maintain high typing speed and accuracy under pressure
Flexibility for varied scheduling as we support merchants around the clock
Ready to help merchants win? Let's build the future of commerce together.