Shopify’s mission is to make commerce better for everyone. From building a new product feature for our commerce platform, to helping a merchant troubleshoot an issue over the phone, we want to empower our ecosystem through our work.
Having a unified vision, a north star, is vitally important to ensure that we are all headed in the same direction. No matter the size or experience, we want to power every merchant’s experience. This is why we’re all here.
Shopify is now permanently remote, and we’re working towards a future that is digital by design. That location you see above? Consider it merely an example of hundreds of potential locations across Canada where Shopify is hiring. Learn more here: https://www.shopify.com/careers/work-anywhere
This position exists within our escalated support team specific to supporting merchant financial services. We are looking for either Support Specialists and Senior Support Specialists for this position- see bonus section for details.
A Support Specialist for Merchant Verification is a subject matter expert on all things relating to Know Your Customer (KYC) and merchant verification processes. You will be equipped with the tooling and permissions to perform operational tasks such as requesting and reviewing individual and business documentation. KYC is a regulated process where financial entities are required to obtain information about the identity and address of their customers. This process helps to ensure that services are not misused. The KYC procedure is to be completed by businesses while applying for any financial product on the Shopify platform. Your role will be to support this through Merchant Verification.
More specifically, the Merchant Verification team is responsible for completing all required business and personal verification steps for any shops that have not completed the necessary KYC steps to ensure that the information used for Shopify financial products is accurate and authentic. You will work closely with all teams under Escalated Support and Core Support as well as development teams such as Identity, Trust and Shopify Payments. Knowledge Management, Legal & Training
Responsibilities and Duties:
Be accountable for Shopify’s regulatory compliance regarding KYC.
Investigate, diagnose and resolve account verification issues faced by merchants using Shopify financial products.
Consistently and proactively identify trends and areas of opportunity or knowledge gaps and create a feedback loop with other Senior Merchant Verification Specialists and leadership to tackle these problems.
Act as a subject matter expert when assisting our frontline support through internal resources, training and onboarding sessions.
Provide empathetic and professional support to our merchants, primarily via email.
Act with a high level of responsibility and integrity when handling highly sensitive and confidential information.
Display effective time management to be present and impactful.
Make decisions and perform actions quickly to ensure merchants maintain uninterrupted access to Shopify products and services.
Effectively stay up to date with new product releases, new information or context and approach all learning opportunities with curiosity.
Represent Shopify by following and aligning with Shopify’s Core Values and Rules of Engagement.
Train and mentor new Merchant Verification Specialists; guide their decision-making, help them prioritize elements of their work, develop their skills and support them through complex tasks.
Take ownership of our department’s processes; implement new workflows as needed, constantly re-evaluate existing ones for improvements, adopt changes effectively, craft and maintain robust knowledge management documentation, coordinate training for Shopify support staff as needed.
Collaborate with product teams to integrate new financial products being launched on our platform from a support perspective.
Preferably 3+ years of experience in a Merchant Verification role.
Have a passion for security, fraud prevention and protection.
Be responsible and diligent with confidential and sensitive information.
Be comfortable in high-stress situations while remaining tactful.
Have a creative approach to problem solving.
Enjoy working on complex tasks, making data-informed decisions and investigating while being detail-oriented and methodical.
Have an understanding of profile and case building.
Be an effective collaborator, while performing autonomously when needed.
Be an excellent communicator and educator.
Be able to offer effective peer-to-peer support to our internal team members.
Possess expert-level knowledge of KYC industry standards, and flexibility to learn Shopify’s KYC standards
Display top notch technical writing expertise for process documentation, training materials, project briefs, public-facing materials and highly sensitive merchant communications.
Have leadership experience and/or display leadership qualities in all day-to-day activities.
Experience leading teams (Merchant Verification, or non- Merchant Verification teams)
Experience leading projects related to Merchant Verification
Experience owning or creating processes in a Merchant Verification space
Experience supporting financial products
Along with your resume and cover letter, please answer in the "Message to the Hiring Manager" section your answers to the below two questions:
You are starting a business that requires an extensive amount of specialty equipment. There aren't many established sellers to choose from, nor can you shop locally. You've found a specific shop that looks like they have really good deals on the equipment you need but the website looks… a bit sketchy. Using publicly available resources, how would you go about making sure this is a legitimate seller before potentially placing an order?
Closing Date: This posting will close August 11th 2021 (or once we have received enough applications)
You can expect to hear back from us within approximately 2-3 weeks after submitting your application.
Location and/or time zone: This role is open to candidates located in Canada only. The role will be during regular working hours, 40 hours a week, Monday to Friday.
At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities. Please take a look at our 2020 Sustainability Report to learn more about Shopify's commitments.