Merchant Education Lead (Remote, Americas) Americas

Company: Shopify

About the role

As Merchant Education Lead for Shopify you will take our customer education and online training to the next level. You will lead the vision, development and execution of our education strategy to provide our  merchants with the tools to do their job. Working in partnership with teams such as Merchant Success, Product Marketing, Technical Services and Marketing you will deliver exclusive merchant training and content that drives product adoption and growth for our merchants. In this role, you will lead and coach a team of content specialists and instructional designers to build a great experience for our customers by delivering educational content at various stages of their journey with Shopify. 



  • Previous experience in leading online learning, training or enablement programs

  • Experience working cross-functionally to produce and deliver global learning programs, partnering with different teams and individual contributors within a large corporate setting to get things done.

  • Familiarity with best practices for learning program design, delivery and management across instructor-led training, eLearning and blended learning models.

  • Experience using Learning Management Systems and creating online instructional content

  • Exceptional communication skills (written, oral, and presentation). We are looking for a lead who can guide the team to write and produce engaging, learner led content and lessons

  • Creative leader who has worked to develop written and video content for customer education purposes


  • Coach and develop a team of educational content and instructional design specialists

  • Promote a culture of creativity and passion for providing exceptional customer experience

  • Lead the vision and strategy for training and education that enables our customers to grow and adapt quickly and realize value from Shopify

  • Partner with Product and Content Marketing, Go-To-Market, Merchant Success and Support teams and work with vendors, partners and agencies to execute on our team OKRs

  • Work with the team to develop written and video content that will be delivered in various mediums and platforms - email, LMS, and more

  • Define and drive metrics for merchant education

  • Work with advocates and learners to continuously improve our education program  

  • Build relationships and work closely with internal teams to align on priorities, collaborate on training and education initiatives, and communicate the long-term plan and ongoing progress

  • Enable a culture of creativity, bias for action and passion for providing exceptional customer experiences

Bonus Points:

  • Built an online learning program, or Academy for a SaaS company.

  • Experience localizing and scaling learning globally for diverse audiences.

  • Experience and understanding of ecommerce and business, including logistics, marketing, or technology.

Shopify is now permanently remote, and working towards a future that is digital by default. Learn more about what this can mean for you:

Our belief is that a strong commitment to diversity & inclusion enables us to truly make commerce better for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Please take a look at our Sustainability Reports to learn more about Shopify’s commitments to our communities, and our planet:

At Shopify, we understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team - so if your experience is this close to what we’re looking for, please consider applying.

How we hire

At Shopify, we put a lot of care and time into who we hire. We believe that in order to build the best products, we need to build high impact teams. Our recruitment process centres around what we call the Life Story interview, a conversational-style interview where we get to learn more about you.
Learn more about our hiring process 

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