Lead, Learning & Development - Support

Shopify's mission is to make commerce better for everyone. The Support L&D team plays a direct role in that mission by ensuring Shopify Support teams are ready, confident, and capable of delivering exceptional merchant experiences. We move fast, hold high standards, and continuously raise the bar on how we train people in Shopify Support.The problem
Shopify Support is being rebuilt around AI. AI starts most conversations now. When a merchant needs a person, that person has to be very good, very fast, and is often working on something that changed last week. New payments, banking, and point-of-sale products ship constantly. Your job is to make our people that good, and keep them that good as everything around them moves.The role
You're an individual contributor with no direct reports and a lot of ownership. You decide what we build, why, and how we'll know it worked. Then you build it yourself. You write it, edit it, ship it, watch the data, and change it.What you'll do
Find the gaps before they show up in merchant outcomes. Read the performance and quality data, listen to advisors, and decide what to build next.Build learning end to end, from source content to the final asset, for big programs and for the "this launches Tuesday" kind.Write content that teaches both people and the AI tools they work alongside, so we write it once and it works everywhere.Own programs over time. Measure them, keep what works, and scrap what doesn't.Turn vague or competing asks from senior leaders into a clear plan, and hold your ground on what good looks like.Set the quality bar for the team by showing it in your own work.How you'll work with AI
Reflexively. You use AI to diagnose, draft, and structure in a fraction of the time it used to take. Then you do the part it can't: judgment, accuracy, and the editing that makes something worth reading. We'll ask you to show us how.You might be a fit if
You write and edit exceptionally well, with or without AI.You've built learning that changed how adults do their jobs, ideally in a technical or fast-changing environment, and you can show us.Your path is unusual: instructional design, program management, a specialist track, or a manager who came back to the craft. We care what you can do, not what your title was.You have strong opinions about AI tools, backed by examples where your judgment, not the tool's output, made the difference.You like it when the plan changes. You flag your assumptions, adjust, and keep shipping.About the discipline
Sales at Shopify
Every discipline at Shopify works close to real merchant problems. You'll join a team that owns meaningful scope, ships to a high bar, and helps millions of entrepreneurs start, run, and scale their businesses.Growth and rewards
Mastery-matched compensation.
~Mastery
At Shopify, getting better at your craft and increasing your impact is how you grow. Twice a year, we assess both in our ~Mastery cycle, Shopify's performance review. Achieving higher ~Mastery is a promotion, and when you earn a promotion your total rewards grow with it. Crafter and manager are equal paths, so you can pursue excellence in the craft you're best at.Total Rewards
With Flex Comp, your Rewards Wallet gives you agency over your compensation mix. Adjust your mix of cash, restricted share units, and stock options (including programs like Long-Term Equity)* to where it makes sense for you, and mix it up anytime as life and priorities change. Buying a house? Want more skin in the game? Just experimenting? It's your call.* Flex Comp program offerings vary based on location, role, and employment type. Full details are set out in our Terms & Conditions and related plan documents.Built for real life
Room for the rest of your life.
Flexible work, remote by design
A flexible vacation policy means most Shopifolk can take the vacation days they feel they need to recharge.If a change of everyday scenery is more your jam, Destination 90 means you can work from (almost) anywhere in the world for 90 days of the year.Your setup
Your battlestation is your home base. Request the desk, chair, and AV gear you need to get shit done.You need 'em, we've got 'em. Our health and welfare benefits may include health, dental, vision, disability, and life insurance depending on your country. If you're in a country without a package, you'll receive a monthly allowance. We also offer mental health support for you and your dependents, including immediate and confidential services like counseling and coaching sessions.Family support
We offer fertility benefits globally, along with paid parental leave to welcome a new family member.The Life Story is how we understand the themes of your career journey so far, human to human. What you've learned, and how you made a difference. Show us the trophies and the bruises: the problems you've solved, the challenges you encountered, the decisions you made, and the lessons you learned along the way.
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