Senior Associate, Brand Onboarding
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Job Description
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About the Role
We're hiring a Senior Associate, Brand Onboarding to join our Product Support team. This is a hands-on, in-the-queue role: you’ll own your own Shopify onboarding queue, work directly with brands every day, and get them live fast. You’ll report to the Senior Manager, Brand Onboarding.
You’ll spend roughly 80% of your time onboarding brands and 20% on projects that make onboarding smoother for brands and the team. This role is remote and works Pacific Time business hours, giving our West Coast brands same-day coverage, with flexibility to support launches as needed.
Your Impact In The Role
- Own a dedicated queue of Shopify brands from kickoff through go-live, getting every brand live quickly with clear next steps, proactive updates, and no surprises
- Walk brands hands-on through setup (Shopify integration, tracking, catalog, and payment configuration), resolving blockers yourself within onboarding before they delay launch or become support tickets
- Take on at least one non-Shopify onboarding a month to build range and grow toward a mixed queue
- Proactively drive stalled and unresponsive brands forward, keeping account notes current so status is always clear
- Provide OOO coverage for Shopify and low-maintenance accounts so no brand stalls
- Handle complex onboarding questions through resolution, applying judgment beyond macros and escalating to the Manager when needed
- Keep onboarding docs and checklists up to date without being asked, flagging gaps, root causes, and repeat issues you see in the queue
- Help newer Associates during active onboardings and share what you learn with the team
You Are Energized By
- Being on the front line with brands and getting them to launch
- Juggling a full queue and keeping every account moving
- Figuring out why something broke, not just patching it
- Owning a problem from first flag to final fix, and bringing a proposed solution, not just the issue
- Direct feedback and evolving processes; you own mistakes openly and adjust quickly
- Fast-moving, high-growth environments where priorities shift and adaptability is a strength
What We Are Looking For
- Bachelor’s degree or equivalent experience
- 2 to 3 years of experience in client onboarding, implementation, customer support, or a related role
- Hands-on Shopify experience strongly preferred; e-commerce, creator, or affiliate platform experience a plus
- Proven ability to manage many accounts at once, balancing urgency, quality, and relationships
- Strong troubleshooting skills: you isolate issues and go beyond the script
- Accurately assesses brand impact and urgency to prioritize your queue
- Clear, complete written communication: brands, teammates, and Engineering can act on your updates without follow-up questions
- Strong written and verbal communication with brands and internal teams
- Precision in technical guidance: you confirm before you advise, especially on high-stakes launches
- Highly organized and reliable; you follow through on every account
Bonus Points
- Experience in a startup or high-growth SaaS environment
- Familiarity with Intercom, Salesforce, or similar support and CRM tooling
- Knowledge of the creator economy, influencer marketing, or affiliate platforms
- Comfortable using AI tools (e.g., Fin AI, Claude, or similar) to work faster and spot gaps
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ShopMy
View Company ProfileShopMy is an e-commerce platform designed to provide a seamless and intuitive shopping experience for its users. With a focus on user-centric design and a wide range of products, ShopMy aims to revolutionize the way people shop online. The company's mission is to make online shopping easy, convenient, and enjoyable, by offering a vast array of products from various categories, including fashion, electronics, home goods, and more. By leveraging cutting-edge technology and innovative logistics solutions, ShopMy strives to deliver products quickly and efficiently, ensuring that customers receive their purchases in a timely and satisfactory manner. With a strong emphasis on customer satisfaction, ShopMy's dedicated customer support team is always available to address any questions or concerns, providing a personalized and supportive experience for each and every user. As a company, ShopMy is committed to building trust with its customers, and to continuously improving and expanding its services to meet the evolving needs of the online shopping community.
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