Merchant Onboarding Specialist, Shopify Fulfillment Network

  • Toronto, ON, Canada
  • Employees can work remotely
  • Full-time
  • Region: Americas
  • Department: Sales and Account Management

Company Description

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 North America where Shopify is hiring. Learn more here:

Job Description

Like the Shopify Fulfillment Network (SFN), a dispersed network of fulfillment centers, powered by machine learning that predicts the closest FC and optimizes inventory quantities to ensure fast, low cost delivery.  Basically, we’re democratizing fulfillment for our merchants. And to be really successful at that big, hairy goal, we need to find Merchant Onboarding Specialists to join the team.

The Shopify Fulfillment Network (SFN) is a dispersed network of fulfillment centres, powered by machine learning that predicts the closest fulfillment centre and optimizes inventory quantities to ensure fast, low cost delivery. To be successful, we're looking to add two Onboarding Specialists to the team.

Our onboarding team has the critical and high-impact job of setting up new SFN merchants for success in a seamless manner. Working with a 3PL can have its challenges and your team makes it easy for merchants through their customer service and prowess of our product. They’re the subject matter experts, helping merchants understand how to do business with SFN, how to move their product into the network and supporting them throughout the process. If deliveries to their customers get delayed while they move onto SFN, they’ll lose business - we influence the livelihoods of merchants.

This is a remote role, but you must be within the United States or Canada.



  • Consistent communication with the merchants assigned to you; you will be an expert in understanding their existing business processes, how to translate those processes to Shopify's platform and ensuring that transition goes smoothly  

  • Installing and configuring the SFN App for new merchants; this includes variant induction and first receipts through first outbound shipment

  • Efficient and comprehensive handover to our support teams once onboarding is complete

  • Providing feedback and suggestions for improvement for the internal team and future merchants; how can we keep getting better?

Relevant Experience:

  • Experience in customer service and/or account management services

  • Experience in any implementation/"onboarding" or relevant project management experience

  • Experience in distribution or fulfillment services; you’ve worked with a WMS before

  • A deep understanding of warehouse practices and procedures, SLAs and impact to vendor and merchant compliance down the supply chain

  • Understanding of shipping parcel and freight services

  • A high degree of experience in Excel and/or Google sheets

  • An ability to thrive in change and ambiguity

  • A love for problem solving with high autonomy

  • A dedicated and empathetic attitude to the merchant journey and experience 

  • Excellent planning, time management, communication, decision-making, presentation and organization skills

  • Previous experience with the Shopify platform would be awesome (but not essential)

Additional Information

In the "Message to the Hiring Manager" section, please answer the following question. Your application will not be considered without it. 

  • Tell us more about your experience in an onboarding (or similar) function. What do you do well? What do you enjoy? How are you looking to grow going forward?

Closing date: Friday, June 18 at 11:59PM EDT. Successful candidates can expect to hear back from us by Wednesday June 30th at 11:59PM EDT.

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 peoples, 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.

Privacy Policy