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 ... (truncated, view full listing at source)