Merchant Support Advisor, Ireland

Location: Remote - Ireland
Employment Type: 1-year fixed contract
Experience Level: Not explicitly stated, but requires background in training or mentoring, contact center or technical support experience

About the role

This is where support becomes innovation. At Shopify, our Support Advisors are building the future of AI-powered commerce to help merchants win every day. We need people who can solve complex problems at lightning speed, elevate their teammates, and turn merchant feedback into breakthrough improvements. You won't just answer questions—you'll shape how millions of businesses succeed. Working at the intersection of merchant needs and AI capabilities, you'll identify patterns that make our tools smarter, build knowledge that scales globally, and directly influence how commerce evolves. In this high-energy role, every insight matters and every day brings new challenges worth solving. Note that this role requires availability for morning shifts from 7am-11am GMT and ability to work weekends.

Key Responsibilities:

Deliver exceptional support to merchants via chat, messaging, and phone
Collaborate with peers to share learnings, best practices, and solutions, raising the team’s collective expertise
Navigate complex technical issues rapidly, making quick decisions without overthinking
Master technical systems and translate complex concepts into clear guidance
Leverage AI tools to enhance problem-solving and improve our knowledge base
Continuously refine help documentation through our knowledge-centered service model
Adapt across products and channels, supporting merchants wherever needed

Qualifications:

Background in training or mentoring others (team lead, SME, or similar experience)
Fast, confident decision-making ability to rapidly assess situations and prioritize the best next steps
Contact center or technical support experience (experience supporting entrepreneurs especially!)
Strong technical troubleshooting abilities (certifications are a major plus)
Hands-on experience with AI tools and genuine excitement about new tech
Excellent English communication skills with the flexibility to adjust tone and language to the audience
Proven ability to quickly ramp up to new tools and workflows
Ability to maintain high typing speed and accuracy under pressure
Flexibility for varied scheduling as we support merchants around the clock

Remote Work Mention

The position is remote within Ireland.

Employment Type

1-year fixed contract.

Experience Level

Not explicitly stated; however qualifications require experience in training/mentoring roles, contact center or technical support experience.

Additional Notes on Scheduling

Availability required for morning shifts from 7am–11am GMT.
Ability to work weekends is required.

About Shopify

Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries. This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.

About you

Moving at our pace brings a lot of change, complexity, ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. Before you apply, consider if you can:

Care deeply about what you do and about making commerce better for everyone
Excel by seeking professional and personal hypergrowth
Keep up with an unrelenting pace (the week, not the quarter)
Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
Bring critical thought and opinion
Put AI agents and tools to work on tasks they're built for; focus on work only humans can do
Embrace differences and disagreement to get things done and move forward
Work digital-first for your daily work

Application Notes

This role requires legal eligibility to work full-time in Ireland without immigration assistance from Shopify. Applicants must confirm availability for full-time (40 hours/week) rotating schedule including weekends/holidays. Applicants must confirm no vacation planned during start/training period beginning March 23rd with morning shifts 7–11 AM GMT.