Senior Product Support Associate, Brand Support

About the Role

We are seeking a Senior Product Support Associate, Brand Support to join our Product team, where you will help deliver an exceptional support experience for the brands who use ShopMy.

In this role, you will be on the front lines of helping brands unlock the full potential of the ShopMy platform. It's a great fit for someone with solid support experience who's ready for more ownership: applying judgment beyond macros, resolving complex issues end to end, and playing a key role in supporting both our customers and our internal teams.

Your Impact in the Role

• Own complex or high-impact brand tickets through resolution, applying judgment beyond macros within established frameworks.

• Serve as the first escalation point for issues, guiding them through active tickets and chats.

• Identify root causes behind recurring issues and recommend fixes, not just workarounds.

• Maintain and improve internal knowledge bases and onboarding docs proactively, without being asked.

• Identify AI coverage gaps, edit AI drafts, and contribute directly to improving Fin AI's performance for Brand Support.

• Bring a builder mindset: if a workflow, macro, or piece of documentation is missing or broken, you build or fix it rather than wait for someone else to.

• Partner with Product, Engineering, and Trust & Safety to surface trends and resolve systemic issues.

You Are Energized By

• Owning a hard ticket through to resolution, not just triaging and handing it off.

• Being the person teammates trust when something breaks or gets complicated.

• Translating product features into clear, brand-friendly language, and helping others do the same.

• Working in a fast-paced, high-growth environment where you help set the standard, not just follow it.

• Using AI-native tools well, and helping the team get sharper with them.

What We Are Looking For

• Bachelor's Degree or equivalent experience.

• 2-4 years in customer support, brand/account support, or product operations

• Strong working knowledge of support workflows and common edge cases, with troubleshooting that goes beyond macros.

• Ability to accurately assess customer impact and urgency to prioritize effectively.

• Clean, concise written communication, suitable for Product or Engineering review.

• A builder mindset: comfortable creating or improving documentation, workflows, and resources without being asked.

• Ownership, judgment, and reliability: teammates and leadership trust you as an escalation resource.

• Proficiency with tools such as Google Suite, Microsoft Office, and Zoom, and fluency with support platforms like Zendesk, Intercom, or Jira.

Bonus Points

• Experience working in a startup or high-growth SaaS environment.

• Experience informally guiding or unblocking more junior teammates.

• Familiarity with AI-powered support tools (e.g., Fin, Intercom AI) and interest in shaping how they're used.

• Knowledge of the creator economy, affiliate marketing, or e-commerce platforms.

• Ability to prioritize and execute effectively under tight deadlines.