Senior Associate, Product Support - Brand Onboarding

ShopMy is transforming e-commerce by building the infrastructure for human-led curation at scale. We help brands run performance-driven creator programs while enabling top creators to monetize their influence and partner directly with the brands they love—driving discovery through trusted tastemakers and authentic recommendations.

ShopMy recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures.

At ShopMy, you're building the future of human-led commerce for the world's best brands, tastemakers, and shoppers. You move fast and see immediate impact in your work, alongside accomplished teammates who are driven by helping find the world's best things. 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.

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.

• 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

• 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

• 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

• 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