Senior Associate, Product Support - Brand Onboarding

About the Role

We're hiring a Senior Associate, Brand Onboarding to join our Product Support team. This is a hands-on, in-the-queue role: you'll own your own Shopify onboarding queue, work directly with brands every day, and get them live fast. You'll report to the Senior Manager, Brand Onboarding.

You'll spend roughly 80% of your time onboarding brands and 20% on projects that make onboarding smoother for brands and the team. This role is remote and works Pacific Time business hours, giving our West Coast brands same-day coverage, with flexibility to support launches as needed.

Your Impact In The Role

• Own a dedicated queue of Shopify brands from kickoff through go-live, getting every brand live quickly with clear next steps, proactive updates, and no surprises
• Walk brands hands-on through setup (Shopify integration, tracking, catalog, and payment configuration), resolving blockers yourself within onboarding before they delay launch or become support tickets
• Take on at least one non-Shopify onboarding a month to build range and grow toward a mixed queue
• Proactively drive stalled and unresponsive brands forward, keeping account notes current so status is always clear
• Provide OOO coverage for Shopify and low-maintenance accounts so no brand stalls
• Handle complex onboarding questions through resolution, applying judgment beyond macros and escalating to the Manager when needed
• Keep onboarding docs and checklists up to date without being asked, flagging gaps, root causes, and repeat issues you see in the queue
• Help newer Associates during active onboardings and share what you learn with the team

You Are Energized By

• Being on the front line with brands and getting them to launch
• Juggling a full queue and keeping every account moving
• Figuring out why something broke, not just patching it
• Owning a problem from first flag to final fix, and bringing a proposed solution, not just the issue
• Direct feedback and evolving processes; you own mistakes openly and adjust quickly
• Fast-moving, high-growth environments where priorities shift and adaptability is a strength

What We Are Looking For

• Bachelor's degree or equivalent experience
• 2 to 3 years of experience in client onboarding, implementation, customer support, or a related role
• Hands-on Shopify experience strongly preferred; e-commerce, creator, or affiliate platform experience a plus
• Proven ability to manage many accounts at once, balancing urgency, quality, and relationships
• Strong troubleshooting skills: you isolate issues and go beyond the script
• Accurately assesses brand impact and urgency to prioritize your queue
• Clear, complete written communication: brands, teammates, and Engineering can act on your updates without follow-up questions
• Strong written and verbal communication with brands and internal teams
• Precision in technical guidance: you confirm before you advise, especially on high-stakes launches
• Highly organized and reliable; you follow through on every account

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
• Comfortable using AI tools (e.g., Fin AI, Claude, or similar) to work faster and spot gaps