Lead, Learning & Development - Support

Shopify's mission is to make commerce better for everyone. The Support L&D team plays a direct role in that mission by ensuring Shopify Support teams are ready, confident, and capable of delivering exceptional merchant experiences. We move fast, hold high standards, and continuously raise the bar on how we train people in Shopify Support.

The problem

Shopify Support is being rebuilt around AI. AI starts most conversations now. When a merchant needs a person, that person has to be very good, very fast, and is often working on something that changed last week. New payments, banking, and point-of-sale products ship constantly. Your job is to make our people that good, and keep them that good as everything around them moves.

The role

You're an individual contributor with no direct reports and a lot of ownership. You decide what we build, why, and how we'll know it worked. Then you build it yourself. You write it, edit it, ship it, watch the data, and change it.

What you'll do

• Find the gaps before they show up in merchant outcomes. Read the performance and quality data, listen to advisors, and decide what to build next.

• Build learning end to end, from source content to the final asset, for big programs and for the "this launches Tuesday" kind.

• Write content that teaches both people and the AI tools they work alongside, so we write it once and it works everywhere.

• Own programs over time. Measure them, keep what works, and scrap what doesn't.

• Turn vague or competing asks from senior leaders into a clear plan, and hold your ground on what good looks like.

• Set the quality bar for the team by showing it in your own work.

How you'll work with AI

Reflexively. You use AI to diagnose, draft, and structure in a fraction of the time it used to take. Then you do the part it can't: judgment, accuracy, and the editing that makes something worth reading. We'll ask you to show us how.

You might be a fit if

• You write and edit exceptionally well, with or without AI.

• You've built learning that changed how adults do their jobs, ideally in a technical or fast-changing environment, and you can show us.

• Your path is unusual: instructional design, program management, a specialist track, or a manager who came back to the craft. We care what you can do, not what your title was.

• You have strong opinions about AI tools, backed by examples where your judgment, not the tool's output, made the difference.

• You like it when the plan changes. You flag your assumptions, adjust, and keep shipping.