Director, Product Support - Shoplist : Job Details

Join ShopMy – Powering the Future of Digital Marketing

ShopMy is revolutionizing digital marketing by seamlessly connecting brands with top talent. From discovering rising creators and executing gifting campaigns to sharing commissionable codes and streamlining communication, we empower the world's leading brands to build dynamic, high-impact creator programs. Today's most influential creators use ShopMy to earn tens of millions in commissions from creating monetizable links, collaborate directly with brands and build digital storefronts with millions of products.

We've just closed an incredible $77m Series B funding round led by Bessemer, fueling our mission to redefine the creator economy. If you're passionate about delivering exceptional product solutions and shaping the future of digital marketing, we want to hear from you!

ShopMy is looking for a Director of Product Support to build and lead the Product Support function within our Product organization. This role will be instrumental in shaping how we support our customers, combining customer support and technical support to drive better product experiences and improvements.

As the first leader in this function, you will be responsible for building out processes, tools, and a high-performing team that provides best-in-class support while surfacing critical product insights to inform development priorities. If you thrive in fast-paced startup environments, are passionate about solving problems, and have a customer-first mindset, we'd love to hear from you!Roles and Responsibilities…

• Establish and scale ShopMy's Product Support team, including defining processes, workflows, and success metrics
• Build and train a high-performing support team that delivers exceptional service to both brand and creators
• Develop a tiered support model that efficiently resolves user inquiries and technical issues
• Act as the voice of the customer, identifying recurring product issues, gaps, and usability challenges and implement feedback loops to prioritize fixes and feature improvements
• Establish a structured reporting process to ensure leadership has visibility into support trends and product pain points
• Drive proactive support initiatives, reducing inbound issues by improving product education and self-service options
• Ensure swift resolution of user-reported issues, balancing speed, accuracy, and customer experience
• Manage technical troubleshooting for platform issues, working closely with Engineering and Product to escalate complex cases
• Define and track KPIs (e.g., response time, resolution time, CSAT) to continuously improve support effectiveness
• 8+ years of experience in Customer Support, Technical Support, or Product Operations, with at least 3+ years in a leadership role
• Proven track record of building and scaling support teams within a fast-paced, tech-driven environment
• Strong problem-solving and analytical skills, with the ability to identify patterns in support data to drive product improvements
• Experience working closely with Product and Engineering teams to escalate issues and improve the platform
• Technical aptitude – comfortable troubleshooting and communicating with both technical and non-technical stakeholders
• Deep understanding of support operations tools (e.g., Zendesk, Intercom, Jira, or similar platforms)
• Excellent communication and stakeholder management skills, with the ability to translate customer feedback into actionable insights
• Experience in a B2B or B2B2C SaaS environment supporting brands, creators, or e-commerce platforms is a plus

In compliance with New York Pay Transparency Law, the salary range for this position is as shown. We note that salary information as a general guideline only, actual compensation may vary from posting based on the offer for this role, including the scope and responsibilities of the position, relevant work experience, key skills, education, training and business considerations.

New York Pay Range

$150,000 - $180,000 USD

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:

• Equity in ShopMy
• Flexible PTO
• 14 weeks of parental leave
• Reimbursements up to $200/month to spend on teammate outings
• 401k program (3% automated contribution from ShopMy!)
• ClassPass Membership
• Company retreats
• Opportunity to monetize your influence- all employees build out a ShopMy page!
• Birthday PTO

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