Support Lead

2 weeks ago

Sydney, Australia Shopify Full time

Company Description

At Shopify, we want to make commerce better for everyone, everywhere. Shopify has millions of merchants across 175 different countries. It is trusted by many Fortune 500 and emerging brands including GE, Nestle, Unilever, Allbirds, and ColorPop. Shopify is now permanently remote and working towards a future that is digital by design.

**Job Description**:
**Reports to**:The Support Lead reports to the Senior Lead - Advisor Team

**Works with**:The Support Lead interacts with Support Advisors, Experts, Leads (including Core, Partner, Plus, and Multilingual Team Leads), other Support Leads, Senior Support Leads, Workforce Planning and Real Time Optimization, Training and Mentoring, Knowledge Management, Quality Assurance, Escalated Support Leads, Incident Response, Support Content Specialists, Support Events, Support Revenue and Operations, Support Data and Talent Business Partners. You may also interact with Talent Acquisition and stakeholders from across Shopify relevant to your discipline or a problem-set you are involved in solving.

**Role Overview**:
You are responsible for the overall operations, performance, and engagement of your Team Code, for acting as an advocate for your team, and for representing the Advisor Team with stakeholder groups on initiatives that impact your reports. You enable Team Leads to invest the majority of their time into being effective coaches for their Advisors. Through behavioural-based goal setting, Support Leads ensure that their Team Code delivers strong business results via a high quantity of high quality interactions with merchants.

**Responsibilties and Duties**:

- Coach direct reports to level up in your leadership
- Onboard and train new Team Leads
- Monitor attrition and leaves in your Team Code
- Create a healthy and inclusive team culture and environment for your direct and indirect reports, and peers
- Proactively prepare for and facilitate regular team meetings to communicate upcoming initiatives, changes, and announcements to your reports in a timely manner
- Deliver strong business results through impactful, behavioural-based coaching and goal setting with your reports
- Keep Senior Lead apprised of performance issues and trends on your team
- Own your development through self-awareness and reflection, be prepared with growth opportunities and personal goals in 1:1s with your Senior Lead

**Qualifications**:

- Demonstrate patience and empathy
- Experience with change management
- Subject matter expert in managing performance, coaching to behaviours, and supporting employee development
- Agility in adapting to different personalities and circumstances
- Can adopt multiple perspectives to capture a holistic view of performance, operations, and engagement in an organization
- Know how to effectively balance the needs and priorities of employees, merchants, and an organization

Additional Information

We’re always on the lookout for people who are excited to work on hard problems at a global scale in a friendly, collaborative environment. If this sounds familiar, we’d love to hear from you.

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

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