Shopify

VIP Senior Operations Lead, Office Of The President

Senior Lead - Customer Support and Operations

Leading various remote Shopify Support teams who specialize in different aspects of the platform and ecosystems.

Team portfolio includes 200+ employees that make up the following Support Teams.
- Shopify Retail Support (POS) 
- Shopify Shipping Support 
- Shopify Fulfillment Network Support (SFN) 
- Partner Support (Supports our Partners Ecosystem) 
- Marketplaces Support (Facebook & Google Channels)

Teams include frontline customer support and backline technical support.

Senior Lead - Product Support

Leading a team of 30+ North American-based Support Leads and Specialists. (Frontline, Technical Backline, and High Profile)

Optimized scheduling blocks resulting in a 35-40% improvement in time to first response.

Created new service level objectives and team KPIs to align with the service level agreements of SFN.

Helped increase product teams' feedback and accuracy by implementing a new support ticket tagging structure.

Improved Net Promoter score by 25 points to 70+

Maintained an average of 2 user touches per support ticket

Managed and facilitated collaborative stakeholder relationships with Product Development, Warehouse
Operations, Customer Success, Sales, Merchant onboarding, and more.

Created and presented a bi-weekly business review to Fulfillment Network, Cross-functional stakeholders.

Created and Led team Objectives and Key Results to align with SFN products and Shopify's mission.

Senior Lead - Logistics Support & Support Operations

As the Senior Lead of Specialized Support Operations, I lead a team of Support Operations Leads and Coordinators focusing on elevating the Customer Experience, Internal Employee Experience, and Shopify. Our Team ensures our delivery teams have the systems, processes, resources, and tooling needed to hit their KPIs and achieve their missions. 

Our Team's scope of work spans teams like Shopify Plus Support, Retail Support, Key Account Support, SFN Support and more. We work directly with cross-functional teams like Workforce Management, Tech-Acceleration, Data Analytics, Merchant Success, Product, Sales and more to optimize the Support experience. To deliver a world-class Support experience, we need to understand the Customer/ Merchant journey from the first touchpoint with Shopify right through to completing our post-interaction surveys. 

Below are some of the more notable pieces of work I and my team champion/ contribute to! 

- Multilingual Support offerings for Shopify Plus & Retail Support Teams 
- Mapping & Tracking of Service Level Objections for our different Merchant facing teams 
- Process Implementation, Iteration, and measurements of Success 
- Service Design & Customer Support routing for our Specialized Support Teams 
- Localizing and improving our Net Promoter Score surveys, branding, & reporting

Senior Lead - Customer Support Operations

Built onboarding programs and trained 100+ Support Specialists.

Supported the recruitment and hiring of 50+ Support Specialists.

Created 100+ product-related knowledge resources for different Support crafts.

Designed user experience and created journey mapping for all Shopify Plus, Point of Sale.

Worked with UX, Design, and Product Devs to optimize the Customer Support contact flows in the Shopify Points of Sale application.

Expanded Shopify's Retail Support English language phone offering into New Zealand, Australia, Ireland,
and the United Kingdom.

Collaborated with Workforce Management team on team capacity and staffing, resulting in the execution of 90% absolute answer rate on Call and Chat channels.

Implemented ticket hand-off processes to minimize the number of 'stale' support tickets left in personal
ticket queues.

Operations Expert - Shopify Plus & Point Of Sale

Led 4 Team Leads and 30+ Support Specialists in Eastern Canada and Ireland.

Facilitated weekly team coaching sessions around Support interaction quality, analyzing data and crafting
OKRs.

Monthly Business Reviews of the teams' operational performance and contributions to Shopify's mission.

Held weekly 1:1 coaching sessions with direct reports to work on leadership development, goal setting,
coaching effectiveness, communication, and more.

Performance management and implementation of tailored coaching plans.

Championed all recruitment efforts in the Canada East and Ireland regions for Shopify Plus Support.

Built collaborative relationships with Merchant Success, Sales, and Launch Engineering teams to craft a
consistent merchant experience at every touch point.

Maintained a CSAT of 90% + , Live Channel (Call & Chat) Answer Rates of 90% +

Lead- Shopify Plus Support (Temporary)

Working closely with the Senior Lead of Plus Support, various stakeholders, and the Plus Support team to identify areas of opportunity and action a variety of projects and tasks. Attend meetings with the Plus Support team and offer frequent updates on the progress of initiatives. Highly focussed on supporting our Plus Support team and identifying, solving, and actioning problems within Plus Support. Working closely with our technology team to ensure our tooling and systems are in great shape. Analyzing data, working with our workforce planning team on capacity and staffing, and other projects that will help inform the long term operational alignment and scalability of Plus Support. Tracking and reporting weekly KPIs to Plus Support Leadership. Working on a variety of projects to help scale Plus Support and get shit done. Helping drive recruitment, and facilitating the onboarding process for new members joining the Plus Support Team as we scale.

Operations Expert - Shopify Plus Customer Support

Leading a team of 12+ Specialists who work directly with Shopify Plus Merchants - facilitating weekly coaching sessions, identifying behaviors to improve the quality and value of interactions for Shopify Plus Merchants, and performance management. Assisting with laying the framework for Shopify Plus front line Support, and collaborating with the Shopify Plus Support Time lead/ Squad Lead team to optimize performance, quality, and processes.

Team Lead - Shopify Plus Support

Leading a team of 8+ Gurus - facilitating weekly coaching sessions, identifying behaviours to improve quality and value of interactions for Shopify Merchants, and performance management. Working on engagement initiatives for front line Support, and collaborating with a Shopify Support Time lead/ Squad Lead team to optimize performance, and quality within our Canada West Timezone.

Team Lead - Customer Support

Working on the front lines of Support for Shopify's 700k+ merchants via phone, live chat, and email. Engaged in fast paced critical thinking, efficient technical problem solving, and the skill of identifying value opportunities to grow merchants' businesses.

Customer Support Advisor

I believe that everyone has the potential to be exceptional, especially with a strong community to push and help you to grow. 

Let's connect and support each other to excellence!

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