Manager, Product Support - Brand Onboarding

About the Role

We're hiring a Manager, Brand Onboarding to join our Product Support team. This is a hands-on individual contributor role: you'll run your own mixed Shopify and non-Shopify onboarding queue, take point on our most complex and escalated brands, and make the onboarding playbook sharper every month. You'll report to the Senior Manager, Brand Onboarding.

You'll own a defined slice of the onboarding experience end-to-end, from post-sale through go-live. Expect roughly 70% of your time in the queue and 30% on projects that reduce friction for brands and for the team. This role is remote and works Eastern Time business hours, with flexibility to support brand launches as needed.

Your Impact In The Role

• Manage a mixed Shopify and non-Shopify onboarding queue, getting every brand live quickly with clear kickoffs, proactive updates, and no surprises
• Guide brands through technical setup (integrations, tracking, catalog, and payment configuration), resolving blockers within onboarding before they delay launch or become support tickets
• Proactively drive stalled and unresponsive brands forward, keeping account notes current so status is always clear
• Act as the escalation point for Senior Associates and set the quality bar for troubleshooting and brand communication
• Own onboarding initiatives end-to-end, using data and trends to reduce friction, time-to-go-live, and repeat escalations
• Partner with Product, Engineering, Sales, and CS on known issues and platform improvements that affect brand launches
• Build and continuously improve the checklists, docs, and workflows the team relies on, using AI tools to cut manual lift

You Are Energized By

• Rolling up your sleeves on a tricky onboarding and seeing it through to launch
• Finding the root cause, not just the fix, and making sure it doesn't happen again
• Turning messy processes into clean checklists and docs your teammates actually use
• Direct feedback and evolving processes; you own mistakes openly and adjust quickly
• Being the person peers and cross-functional partners trust to get it done
• Fast-moving, high-growth environments where priorities shift and adaptability is a strength

What We Are Looking For

• Bachelor's degree or equivalent experience
• 3 to 5 years of experience in client onboarding, implementation, client success, or a related role
• Experience in e-commerce and/or affiliate marketing; hands-on Shopify experience strongly preferred
• Proven ability to manage a portfolio of accounts at once, balancing urgency, quality, and relationships
• Experience handling escalated or high-touch accounts, ideally Enterprise or Premium brands
• Root-cause and systems thinking: you ask why, not just what
• Communicates credibly with Product and Engineering on technical issues
• Comfortable using data and trends to make the case for process changes
• Strong written and verbal communication with brands and internal teams
• Sound judgment balancing speed, accuracy, and risk on high-stakes accounts

Bonus Points

• 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
• Experience working with AI tools (e.g., Fin AI, Claude, or similar) and shaping how they're used in a workflow