Customer Success Team Lead - Wellington, New Zealand Worldwide

Company: Shopify

About the role

Kia Ora New Zealand, we’ve landed! We’re Shopify - the leading cloud-based, multi-channel commerce platform. We build products for business owners to design, set up, and manage their stores across multiple sales channels, including web, brick-and-mortar locations, and pop-up shops. Shopify currently powers over 600,000 businesses in approximately 175 countries and we just keep on growing. (It’s a very exciting time to join our team.)

We’re looking for a passionate Team Lead to lead a team of 8-10 Customer Success Representatives (known internally at Shopify as “Gurus”) on our remote Support team in Wellington, New Zealand. Our Support team is the heart of Shopify and they work from the comfort of their own homes and support merchants in a variety of ways; from platform set-up questions to business advice and best practices.

As a Team Lead, you will be working closely with your team of Gurus and will be monitoring their success as they help merchants using the Shopify platform grow their businesses. You will have the opportunity to influence our Gurus to make the best decisions when it comes to helping our merchants be successful and turn their visions into a reality.

What we are looking for:

  • You are an effective communicator and aren’t afraid to have tough conversations.
  • You have empathy and understand how to build trust + rapport with your team in order to be able to challenge them and facilitate growth.
  • You are confident in your skills, trust your judgement, and others look up to you for it.
  • You are driven and hardworking. You are not afraid to speak up and challenge ideas.
  • You use your resources when needed, asking questions or finding information like a pro.
  • You are comfortable in ambiguity and are self-motivated
  • You have excellent leadership skills and are passionate about developing others.
  • You are effective at managing your time and can get your work done autonomously

What you’ll get to do:

  • Work with Customer Success Representatives and build a high functioning team inside of Shopify Support.
  • Coach your team to be their best so that we can help our Merchants make more money and grow their businesses.
  • Utilize all the tools and data points available to you leverage your team's strengths and work on their weaknesses.
  • Meet regularly with your peers to discuss topics specific to Support, brainstorm coaching opportunities and techniques, and utilize each other's unique skill sets to thrive as a team
  • Meet regularly with your team 1-1 to ensure they are supported, and equipped for development and success
  • Impact and help drive the New Zealand team as we scale this new Support Remote Hub

You'll need to (in no particular order):

  • Must be legally eligible to work in New Zealand.
  • Be comfortable working from home. Our hub is in Wellington - this means that the majority of Shopifolk in NZ live in the Wellington region, but everyone works from home!
  • Have prior leadership experience (2-4 years as a Team Lead, Supervisor, or Manager preferred)
  • Have worked in Customer Service, Retail, Technology or Call Center environments.
  • Have entrepreneurial or Business experience (or a strong interest in it!)

We know that applying to a new role takes a lot of work and we truly value the time & energy you put forward to do so ❤️ . Please address your application to Kaeli. We look forward to learning more about you!

*Posting will close Feb. 22*

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