ShopMy

Role Description We are adding a new Product Support Associate to our Product team, where you will help deliver an exceptional support experience for the brands who use ShopMy. In this role, you will be on the front lines of helping brands unlock the full potential of the ShopMy platform. It’s an exciting opportunity for someone early in their career who is eager to dive into the technical side of our product, sharpen problem-solving skills, and play a key role in supporting both our customers and our internal teams. Your Impact in the Role - Assist the Product Support team in managing inbound support requests from brands, ensuring timely and accurate resolution. - Troubleshoot technical issues and escalate complex cases to senior Product and Engineering when needed. - Document and maintain accurate records of product issues, recurring trends, and user feedback. - Contribute to building out support resources, including FAQs, help guides, and knowledge base articles. - Partner with cross-functional teams to surface valuable customer insights that inform product improvements. - Support ad-hoc projects across the Product organization, contributing to process improvements and efficiency. You Are Energized By - Helping users solve problems and making their experience seamless. - Translating product features into simple, brand-friendly language. - Learning the technical aspects of a fast-scaling SaaS platform. - Working in a fast-paced, dynamic environment where every day brings new challenges. Qualifications - Bachelor’s Degree - 1–2 years in customer support, product operations, or related roles (internships and entry-level experience welcome). - Strong written and verbal communication skills with the ability to relay technical concepts clearly. - Highly organized and detail-oriented with the ability to manage multiple requests. - Proficiency with tools such as Google Suite, Microsoft Office, and Zoom. - Eagerness to learn new systems such as Zendesk, Intercom, or Jira. - A team player with a customer-first mindset. Bonus Points - Experience working in a startup or high-growth SaaS environment. - Familiarity with customer support tools (Zendesk, Intercom, Jira). - Knowledge of the creator economy, affiliate marketing, or e-commerce platforms. - Ability to prioritize and execute effectively under tight deadlines. Benefits - Medical & Dental Coverage at 70% - Equity in ShopMy - Flexible PTO - 14 weeks of parental leave - Wellness & Social Stipend - Technology Stipend - Learning & Development Stipend - 401k program (3% automated contribution from ShopMy!) - Wellhub Membership - Company retreats - Opportunity to monetize your influence - all employees build out a ShopMy page! - Birthday PTO - Brand new NYC HQ office

Role Description As a Senior Manager on the Client Strategy team at ShopMy, you will serve as a deeply trusted partner to our brand clients — owning day-to-day account management and overall client satisfaction within our Beauty & Wellness pod. The retention of our brands is at the forefront of ShopMy's focus, and you will play a crucial role in our growth, scale, and success. To thrive in this role, you must be organized, engaged, detail-oriented, and well-versed in advising on affiliate marketing programs — while consistently elevating our brands' experience and success on the platform. The right addition to the team demonstrates a high level of ownership with the ability to think strategically from a business's perspective. Our best Senior Managers are self-starters who act with limited guidance in a fast-paced environment. Your Impact to The Role: - Create a relationship as a deeply trusted advisor with brand executives across the beauty and wellness sector. - Partner with our Sales team to understand business goals, expectations, and upselling opportunities of incoming clients. - Intensely focus on maintaining high retention rates and seeking opportunities to add features to the account with data-backed suggestions. - Effectively navigate key brand partner stakeholders, persuading them to increase investment in their creator and affiliate marketing strategies, expanding our share of their marketing budget. - Identify and create solutions for day-to-day issues impacting business across multiple accounts. - Deliver timely, accurate, and professional support to accounts — timeliness is key. - Escalate product feedback, acting as the voice of the customer to inform our product roadmap and priorities. - Strategically bring conversations "up a level" to ensure we're not losing opportunities to drive value for our brand partners. - Identify and implement AI-driven workflows that improve how you work, and contribute to how AI is adopted across the Client Strategy team. You Are Energized By: - Building trusted relationships with senior marketing leaders at leading beauty and wellness brands. - Translating complex data into clear, strategic narratives that drive investment decisions. - Managing high-impact, high-visibility accounts where execution and strategy must both be exceptional. - Navigating ambiguity and solving nuanced business challenges. - Elevating the sophistication of affiliate and creator programs. - Coaching and leveling up teammates around you. Qualifications - 6+ years of experience in account management, with experience working with large Beauty & CPG enterprise clients. - Demonstrated experience managing enterprise or highly complex brand relationships. - Proven track record of driving retention, expansion, and long-term account growth. - Experience engaging executive stakeholders and influencing decision-making. - Strong analytical instincts with the ability to turn performance data into strategic insight. - Exceptional communication and executive presence. - Ability to thrive in a fast-paced, high-growth environment. - Bachelor's degree required. Bonus Points: - Deep passion and understanding of the creator economy. - Experience in SaaS Customer Success with a track record of exceeding client expectations. - Familiarity with affiliate marketing platforms and performance marketing. - Experience working in a remote startup environment. Benefits - Medical & Dental Coverage at 70%. - Equity in ShopMy. - Flexible PTO. - 14 weeks of parental leave. - Wellness & Social Stipend. - Technology Stipend. - Learning & Development Stipend. - 401k program (3% automated contribution from ShopMy!). - Wellhub Membership. - Company retreats. - Opportunity to monetize your influence - all employees build out a ShopMy page! - Birthday PTO.

• Own end-to-end lifecycle strategy, mapping key moments and designing campaigns to activate, retain, and re-engage users • Partner with product, engineering, design, education, customer success, and sales to define user segments and trigger-based journeys • Ideate and execute multi-channel campaigns with a test-and-learn mindset • Build and manage automated email flows: onboarding, feature adoption, winback, upsell, referral, etc. • Establish metrics and KPIs including improvements to activation rate and upsell revenue, continuously monitor performance, and make data-informed adjustments to achieve business outcomes

• Own the demand gen strategy end-to-end — from channel mix and content to lead scoring, nurture, and pipeline reporting • Build a repeatable, measurable pipeline of qualified brand leads for our Brand Growth AE team to close • Define and own MQL targets; work directly with sales to align on lead quality, handoff SLAs, and pipeline hygiene in Salesforce • Build the digital layer around ShopMy's high-touch events (Supper Clubs, dinners, roundtables) to extend their shelf life and capture intent • Develop a thought leadership strategy that drives both demand generation and long-term brand retention • Partner with Customer Success to support upselling efforts — building marketing programs that help CSMs expand brand accounts • Build ABM programs for our highest-priority ICP segments — from indie beauty brands to enterprise retailers

Join ShopMy – Powering the Future of Digital Marketing ShopMy is revolutionizing the future of e-commerce by building the infrastructure for human-led curation at scale. ShopMy enables brands to launch and scale high-impact, performance-driven creator programs, while empowering the most influential creators to monetize their influence and partner directly with the brands they love. Through this operating system, ShopMy powers consumers to discover and buy the world's best products through premium brands, culture-driving tastemakers, and authentic human curation. ShopMy recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures. If you’re excited to help shape the future of curated commerce at the intersection of technology, culture, and taste, we’d love to meet you. About the Role We are seeking a Senior Associate, Product Support to join our Product Support team at ShopMy. In this role, you will independently own brand health monitoring and click tracking — building proactive systems to catch issues early, communicating clearly with brands, and driving resolution with confidence. You'll bring structure and rigor to a high-impact workstream, identify patterns that inform product improvements, and serve as a trusted escalation resource for the team. Beyond brand health, you'll contribute to generalist Brand Support work and help raise the bar on consistency and quality across the team. Your Impact in the Role - Own the brand health monitoring workstream end-to-end: daily dashboard review, issue flagging, brand outreach (email, calls, follow-up), and resolution tracking. - Serve as the first escalation point for Associate-level brand health and tracking questions. - Identify patterns across issues and proactively surface root causes and improvement recommendations to Engineering and Product. - File and track bug reports in Linear with clear, concise summaries suitable for Engineering review — and follow through on prioritization. - Maintain and improve internal documentation for brand health processes without being asked. - Contribute to internal knowledge bases - Identify AI coverage gaps in brand health workflows; edit AI drafts and contribute to improving AI performance. - Support the Brand Support ticket queue on complex or high-impact tickets, applying judgment beyond standard macros. - Contribute to monthly VOC reporting and ad hoc brand health analysis. You Are Energized By - Owning a workstream independently and making it run better over time. - Being the person teammates turn to when something's tricky or unclear. - Spotting patterns before they become problems — and proposing solutions, not just flagging blockers. - Communicating clearly and calmly with brands, even when things are broken. - Building and improving processes without waiting to be asked. What We Are Looking For - Bachelor's degree or equivalent experience. - 2+ years of experience in affiliate marketing, digital marketing, implementation, product support, or product operations — what matters is that you've operated at the intersection of technical work and client-facing coordination. - Strong project management instincts — this role is fundamentally about coordinating across brands, internal stakeholders, and Engineering to drive issues to resolution. You keep the threads together and nothing falls through the cracks. - Client-ready from day one — you're comfortable joining calls with brand partners, troubleshooting live, and representing ShopMy confidently without needing a ramp period. - Strong written and verbal communication skills — you write clean, concise summaries for both brands and internal stakeholders, and you communicate calmly and clearly even when things are broken. - Technical enough to dig in — you can understand tracking issues, pixel failures, and integration problems at a meaningful level, even if you're not an engineer. - Proactive and self-directed — you identify and execute improvements to workflows without being prompted. - Comfortable managing multiple active issues simultaneously with reliable follow-through. - Proficiency with tools such as Google Suite, Microsoft Office, and Zoom. - Experience with or eagerness to learn Zendesk, Intercom, Linear, or Jira. Bonus Points - Direct experience in the affiliate marketing space. - Background in a startup or high-growth SaaS environment. - Familiarity with customer support or bug tracking tools (Zendesk, Intercom, Linear, Jira). - Knowledge of the creator economy, e-commerce platforms, or performance marketing. - Experience with link tracking, attribution, or pixel/conversion monitoring. - Experience mentoring or informally onboarding teammates. - Proven ability to prioritize and execute effectively under tight deadlines. The provided salary range is base salary, exclusive of bonus potential or commission and is a good faith estimate of cash compensation. ShopMy is flexible pending candidate's experience and how our business needs evolve throughout the search. Every employee of ShopMy receives equity on top of cash compensation! ShopMy offers a bundle of benefits on top of being a great place to work. Our teammates are provided benefits such as: - Medical & Dental Coverage at 70% - Equity in ShopMy - Flexible PTO - 14 weeks of parental leave - Wellness & Social Stipend - Technology Stipend - Learning & Development Stipend - 401k program (3% automated contribution from ShopMy!) - Wellhub Membership - Company retreats - Opportunity to monetize your influence- all employees build out a ShopMy page! - Birthday PTO

Join ShopMy – Powering the Future of Digital Marketing ShopMy is revolutionizing the future of e-commerce by building the infrastructure for human-led curation at scale. ShopMy enables brands to launch and scale high-impact, performance-driven creator programs, while empowering the most influential creators to monetize their influence and partner directly with the brands they love. Through this operating system, ShopMy powers consumers to discover and buy the world's best products through premium brands, culture-driving tastemakers, and authentic human curation. ShopMy recently became a unicorn, raising at a $1.5B valuation with backing from Bessemer Venture Partners, Avenir Growth Capital, and Bain Capital Ventures. If you’re excited to help shape the future of curated commerce at the intersection of technology, culture, and taste, we’d love to meet you. About the role… As a Director on the Client Strategy team at ShopMy, you will lead a high-performing pod of Client Strategy Associates and Managers dedicated to ensuring the success and growth of our brand clients. You will set the strategic direction for your pod, directly own a subset of key accounts, and serve as a senior voice both externally with brand executives and internally with cross-functional and C-level leadership. Your role is critical in driving retention, growth, and platform adoption — while actively developing your team, shaping cross-departmental initiatives, and helping define the future of ShopMy through thoughtful leadership and product feedback. Your Impact to The Role: - Oversee and champion your pod — partnering with your team to set clear priorities, allocate effort effectively, and directly manage a subset of strategic Brand accounts - Drive pod performance against retention and growth KPIs to achieve meaningful business outcomes - Actively coach and develop your team — providing frequent feedback, engineering growth opportunities, owning onboarding, and cultivating top-tier talent - Serve as the senior contact and strategic partner for executive client conversations, upsells, and escalations - Bring deep fluency in industry trends and competitive landscape to elevate the pod — and synthesize client and team insights to inform product priorities - Partner with peers and leadership to align pod priorities with company strategy, influencing direction and driving buy-in across the organization - Drive continuous improvement across team structure, processes, and ways of working; role model ShopMy values and hold yourself to the same standard of growth you set for your team - Partner with your team to identify and embed AI-driven workflows that enhance efficiency, and help shape how AI is deployed across the Client Strategy function You Are Energized By: - Leading and developing high-performing teams in a fast-paced, remote startup environment - Building deep relationships with brand executives and serving as a trusted strategic partner - Identifying and seizing opportunities to upsell and retain clients - Staying on top of industry trends and the creator economy landscape - Connecting the dots to deliver proactive service, strategies, and solutions - Executing under tight deadlines and responding to urgent requests with agility What We Are Looking For: - 7+ years of experience in account management, with experience working with large Beauty & CPG enterprise clients - Bachelor's degree required - Strong leadership skills and proven experience managing and mentoring a team - Great executive presence — you have successfully worked with C-Suite and founders of companies - Demonstrated ability to upsell and retain clients, with a natural talent for identifying and seizing opportunities - Exceptional organizational skills, attention to detail, and the ability to connect the dots to offer proactive service, strategies, and solutions Bonus Points: - Experience working in a remote startup environment - Deep passion and understanding of the creator economy - Experience in SaaS Customer Success, with a clear track record of exceeding customer expectations and delivering elite client experiences In compliance with New York Pay Transparency Law, the salary range for this position is as shown. We note that salary information as a general guideline only, actual compensation may vary from posting based on the offer for this role, including the scope and responsibilities of the position, relevant work experience, key skills, education, training and business considerations. New York Pay Range $150,000—$175,000 USD The provided salary range is base salary, exclusive of bonus potential or commission and is a good faith estimate of cash compensation. ShopMy is flexible pending candidate's experience and how our business needs evolve throughout the search. Every employee of ShopMy receives equity on top of cash compensation! ShopMy offers a bundle of benefits on top of being a great place to work. Our teammates are provided benefits such as: - Medical & Dental Coverage at 70% - Equity in ShopMy - Flexible PTO - 14 weeks of parental leave - Wellness & Social Stipend - Technology Stipend - Learning & Development Stipend - 401k program (3% automated contribution from ShopMy!) - Wellhub Membership - Company retreats - Opportunity to monetize your influence- all employees build out a ShopMy page! - Birthday PTO

• Design and implement APIs using Node.js • Build and maintain user interfaces with React and Redux • Ensure platform performance, scalability, and long-term maintainability • Develop and optimize data pipelines and internal tools • Deploy production-ready applications on AWS using containerization, ALB, and ECS • Monitor system performance and proactively implement improvements • Maintain high standards for code quality, structure, and best practices

• New Client Acquisition: Generate outbound qualified opportunities each month, hitting or exceeding your quota. Manage inbound pipeline. • Account Executive Support: Mindfully document, assess and communicate highly detailed notes (pain points, budgets, infrastructure, timeline) on prospects- using our CRM- to set AE’s up for successful demos. • Creative Research & Targeting Strategy: Work with the Brand Growth team to identify accounts and do extensive territory planning for the assigned leads. Also conduct prospect research within focused industry verticals. • Pipeline Management: excellent execution of HubSpot CRM data management ensuring data integrity and accurate notes are accessible for Sales team

• Partner with the Director of Product Support on shopper support strategy — contributing to prioritization, roadmap input, and function-level planning • Own hands-on queue management and ticket resolution in Intercom, maintaining high quality and fast resolution across shopper support volume • Monitor shopper support health at the queue level — tracking resolution times, identifying friction patterns, and driving fixes to systemic issues before they impact shoppers at scale • Define quality standards and escalation protocols for shopper support, ensuring consistency across all touch points • Lead cross-functional work that improves the shopper experience, partnering with Product, Engineering, CS, and Brand teams to resolve upstream issues • Build and maintain documentation, workflows, and team norms that help others navigate complex shopper situations consistently • Leverage AI tools and automation to improve resolution efficiency, reduce manual lift, and surface insights that drive better shopper outcomes • Flex into emerging support areas as the product and business evolve — from new shopper surfaces to cross-functional initiatives that need a support owner

• Design and implement APIs using NodeJS • Develop and maintain user interfaces using React and Redux • Ensure optimal performance, scalability, and maintainability of the platform • Create and optimize data pipelines and internal tooling • Deploy production-ready projects on AWS using containerization, ALB, and ECS • Monitor platform performance and implement necessary improvements • Maintain a high standard of code quality and structure