Leading a cross-functional team responsible for Technical Support at Shopify, including supporting our developer products, Online Store, Retail, and more. Operating globally with hubs in Canada, Ireland and New Zealand, our team is responsible for providing support and services to Shopify’s +1M merchants- Coaching and developing leaders on my team- Strategy and investment planning- Delivering on team Service Level Objectives- Collaborating with stakeholders to understand needs and develop solutions- Change management - Designing and delivering services

Tier 2 Support was responsible for providing technical support across the core Shopify platform and apps. This included triaging emerging issues, troubleshooting with merchants and front-line support, creating documentation, logging issues with Engineering and more. As the Tier 2 Support Lead, I was responsible for the growth and delivery of second-line Technical Support at Shopify. I helped grow the team from six to over 30 specialists in Canada and Ireland. I prioritized a culture of ownership by enlisting the team in solving problems as we scaled rapidly.

As a Customer Support Manager, I was responsible for leading a front-line support team of 15-20 people, as we helped support entrepreneurs around the world. As part of this role, I helped my team set daily and weekly goals that contributed to our Support Team objectives and provided feedback and coaching to help them develop their skills and follow their interests. I also worked with my peer team to guide the overall team direction, providing input and leading initiatives along the way.

As a CSR on the Shopify Support team, I helped entrepreneurs build and grow their businesses on Shopify. I learned a lot about how to work as part of a team in a fast paced environment and was at my best when I was helping someone else on my team solve a complex problem.