Manager, Product Support - Brand Onboarding

Role overview Own a portfolio of brand onboarding projects from post-sale handoff through launch, including complex Shopify and non-Shopify implementations. This is a hands-on individual contributor role: most time is spent advancing active onboardings, with the rest focused on improving processes, documentation, and cross-team coordination. The role is remote and follows Eastern Time business hours, with some flexibility to support launches.

Responsibilities - Run onboarding kickoffs, provide proactive status updates, and help brands reach go-live smoothly. - Guide technical setup across integrations, tracking, product catalogs, and payment configuration; resolve blockers before they delay launch. - Move stalled accounts forward and keep onboarding records current and clear. - Serve as an escalation point for teammates, setting a strong standard for troubleshooting and customer communication. - Use data and recurring issues to reduce launch friction, shorten time to go-live, and prevent repeat escalations. - Partner with product, engineering, sales, and customer success teams on platform issues and improve the team’s checklists, documentation, and workflows.

Requirements - Bachelor’s degree or equivalent experience. - 3–5 years in client onboarding, implementation, client success, or a related field. - Experience in e-commerce or affiliate marketing; practical Shopify experience is strongly preferred. - Ability to manage multiple accounts while balancing urgency, quality, and client relationships. - Experience with escalated or high-touch accounts, ideally enterprise or premium brands. - Strong root-cause analysis, written and verbal communication, data-informed process improvement, and judgment on high-stakes accounts.

Nice to have - Experience in a startup or fast-growing SaaS environment. - Familiarity with customer support or CRM tools such as Intercom or Salesforce. - Knowledge of creator, influencer, or affiliate marketing platforms, or experience applying AI tools to workflows.

Benefits and work setup Remote-first setup with Eastern Time business hours and occasional launch support. Benefits include equity, a 401(k) contribution, medical, dental, and vision coverage, flexible PTO, 13 company holidays, 14 weeks of paid parental leave, wellness and home-office support, and an annual company offsite with quarterly team gatherings.