Manager, Shopper Support
Join ShopMy – Powering the Future of Digital Marketing
ShopMy is revolutionizing the future of e-commerce by building the infrastructure for human-led curation at scale.
ShopMy enables brands to launch and scale high-impact, performance-driven creator programs, while empowering the most influential creators to monetize their influence and partner directly with the brands they love. Through this operating system, ShopMy powers consumers to discover and buy the world's best products through premium brands, culture-driving tastemakers, and authentic human curation.
ShopMy recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures. If you’re excited to help shape the future of curated commerce at the intersection of technology, culture, and taste, we’d love to meet you.About the Role
We are seeking a Manager, Shopper Support to join our Product Support team. This is an individual contributor role responsible for owning the shopper support experience end-to-end — from first contact through resolution — while partnering with leadership on strategy and building the systems, workflows, and documentation that allow the function to scale. You'll be equally comfortable thinking through the big picture and getting your hands dirty in Intercom, and you'll bring the same energy to new problems as they emerge in a fast-moving product environment.
Your Impact In The Role
Partner with the Director of Product Support on shopper support strategy — contributing to prioritization, roadmap input, and function-level planning
Own hands-on queue management and ticket resolution in Intercom, maintaining high quality and fast resolution across shopper support volume
Monitor shopper support health at the queue level — tracking resolution times, identifying friction patterns, and driving fixes to systemic issues before they impact shoppers at scale
Define quality standards and escalation protocols for shopper support, ensuring consistency across all touch points
Lead cross-functional work that improves the shopper experience, partnering with Product, Engineering, CS, and Brand teams to resolve upstream issues
Build and maintain documentation, workflows, and team norms that help others navigate complex shopper situations consistently
Leverage AI tools and automation to improve resolution efficiency, reduce manual lift, and surface insights that drive better shopper outcomes
Flex into emerging support areas as the product and business evolve — from new shopper surfaces to cross-functional initiatives that need a support owner
You Are Energized By
Owning complex problems from discovery through resolution — and building systems so they don't recur
Operating at both the tactical and strategic level: improving a workflow one day, scoping a cross-functional initiative the next
Getting hands-on with tooling and queues — you don't just design the system, you work in it
Leaning into ambiguity and emerging problem spaces where there isn't a playbook yet
Using data to create clarity for others and make confident tradeoffs under uncertainty
Acting as a trusted partner to Product, Engineering, CS, and Brand teams on issues that affect the shopper experience
Fast-moving, high-growth environments where priorities shift and adaptability is a strength
What We Are Looking For
Bachelor's degree or equivalent experience
3–5 years of experience in customer support, consumer experience, or a related operations role, with demonstrated ability to own complex workstreams independently
Hands-on experience with Intercom, Zendesk or a similar support platform; comfortable working directly in tooling day-to-day, not just overseeing it
Experience in e-commerce, marketplace, or consumer tech; familiarity with affiliate or creator platforms a plus
Proven ability to manage a high-volume support queue while balancing urgency, quality, and process improvement
Strong data fluency — comfortable synthesizing support metrics and customer signals into actionable insights
Strong written and verbal communication skills; able to present clearly to leadership and influence cross-functional partners
Experience identifying systemic issues and driving durable fixes, not just resolving individual cases
Excellent time management and prioritization skills; knows what to push forward and what to park
Comfortable operating in ambiguity and picking up emerging workstreams without a defined playbook
Bonus Points
Experience working in a startup or high-growth SaaS or marketplace environment
Familiarity with Zendesk or similar support tooling in addition to Intercom
Knowledge of the creator economy, influencer marketing, or affiliate platforms
Experience working with or alongside AI support tools (e.g., Fin AI, Claude, or similar)
The provided salary range is base salary, exclusive of bonus potential or commission and is a good faith estimate of cash compensation. ShopMy is flexible pending candidate's experience and how our business needs evolve throughout the search. Every employee of ShopMy receives equity on top of cash compensation!
ShopMy offers a bundle of benefits on top of being a great place to work.
Our teammates are provided benefits such as:
Medical & Dental Coverage at 70%
Equity in ShopMy
Flexible PTO
14 weeks of parental leave
Wellness & Social Stipend
Technology Stipend
Learning & Development Stipend
401k program (3% automated contribution from ShopMy!)
Wellhub Membership
Company retreats
Opportunity to monetize your influence- all employees build out a ShopMy page!
Birthday PTO
Apply Now
ShopMy is revolutionizing the future of e-commerce by building the infrastructure for human-led curation at scale.
ShopMy enables brands to launch and scale high-impact, performance-driven creator programs, while empowering the most influential creators to monetize their influence and partner directly with the brands they love. Through this operating system, ShopMy powers consumers to discover and buy the world's best products through premium brands, culture-driving tastemakers, and authentic human curation.
ShopMy recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures. If you’re excited to help shape the future of curated commerce at the intersection of technology, culture, and taste, we’d love to meet you.About the Role
We are seeking a Manager, Shopper Support to join our Product Support team. This is an individual contributor role responsible for owning the shopper support experience end-to-end — from first contact through resolution — while partnering with leadership on strategy and building the systems, workflows, and documentation that allow the function to scale. You'll be equally comfortable thinking through the big picture and getting your hands dirty in Intercom, and you'll bring the same energy to new problems as they emerge in a fast-moving product environment.
Your Impact In The Role
Partner with the Director of Product Support on shopper support strategy — contributing to prioritization, roadmap input, and function-level planning
Own hands-on queue management and ticket resolution in Intercom, maintaining high quality and fast resolution across shopper support volume
Monitor shopper support health at the queue level — tracking resolution times, identifying friction patterns, and driving fixes to systemic issues before they impact shoppers at scale
Define quality standards and escalation protocols for shopper support, ensuring consistency across all touch points
Lead cross-functional work that improves the shopper experience, partnering with Product, Engineering, CS, and Brand teams to resolve upstream issues
Build and maintain documentation, workflows, and team norms that help others navigate complex shopper situations consistently
Leverage AI tools and automation to improve resolution efficiency, reduce manual lift, and surface insights that drive better shopper outcomes
Flex into emerging support areas as the product and business evolve — from new shopper surfaces to cross-functional initiatives that need a support owner
You Are Energized By
Owning complex problems from discovery through resolution — and building systems so they don't recur
Operating at both the tactical and strategic level: improving a workflow one day, scoping a cross-functional initiative the next
Getting hands-on with tooling and queues — you don't just design the system, you work in it
Leaning into ambiguity and emerging problem spaces where there isn't a playbook yet
Using data to create clarity for others and make confident tradeoffs under uncertainty
Acting as a trusted partner to Product, Engineering, CS, and Brand teams on issues that affect the shopper experience
Fast-moving, high-growth environments where priorities shift and adaptability is a strength
What We Are Looking For
Bachelor's degree or equivalent experience
3–5 years of experience in customer support, consumer experience, or a related operations role, with demonstrated ability to own complex workstreams independently
Hands-on experience with Intercom, Zendesk or a similar support platform; comfortable working directly in tooling day-to-day, not just overseeing it
Experience in e-commerce, marketplace, or consumer tech; familiarity with affiliate or creator platforms a plus
Proven ability to manage a high-volume support queue while balancing urgency, quality, and process improvement
Strong data fluency — comfortable synthesizing support metrics and customer signals into actionable insights
Strong written and verbal communication skills; able to present clearly to leadership and influence cross-functional partners
Experience identifying systemic issues and driving durable fixes, not just resolving individual cases
Excellent time management and prioritization skills; knows what to push forward and what to park
Comfortable operating in ambiguity and picking up emerging workstreams without a defined playbook
Bonus Points
Experience working in a startup or high-growth SaaS or marketplace environment
Familiarity with Zendesk or similar support tooling in addition to Intercom
Knowledge of the creator economy, influencer marketing, or affiliate platforms
Experience working with or alongside AI support tools (e.g., Fin AI, Claude, or similar)
The provided salary range is base salary, exclusive of bonus potential or commission and is a good faith estimate of cash compensation. ShopMy is flexible pending candidate's experience and how our business needs evolve throughout the search. Every employee of ShopMy receives equity on top of cash compensation!
ShopMy offers a bundle of benefits on top of being a great place to work.
Our teammates are provided benefits such as:
Medical & Dental Coverage at 70%
Equity in ShopMy
Flexible PTO
14 weeks of parental leave
Wellness & Social Stipend
Technology Stipend
Learning & Development Stipend
401k program (3% automated contribution from ShopMy!)
Wellhub Membership
Company retreats
Opportunity to monetize your influence- all employees build out a ShopMy page!
Birthday PTO
Apply Now