Manager, Product Support - Brand Onboarding

Location: US - Remote

Department: Product Support

About the Role

Were hiring a Manager, Brand Onboarding to join our Product Support team. This is a hands-on individual contributor role: youll 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. Youll report to the Senior Manager, Brand Onboarding.

Youll 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.

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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

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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 doesnt 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

• Bachelors 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 theyre used in a workflow