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

• Define the product vision and long-term strategy for payment solutions, aligning with merchant needs and EBANX’s strategic goals. • Act as the voice of the product across the organization, connecting local market dynamics with global product direction; • Lead product discoveries to deeply understand customer pain points, competitive landscape, and opportunities for innovation; • Partner with commercial, operations, finance, marketing, legal and engineering to develop and deliver scalable, compliant and high-impact solutions; • Manage the full product lifecycle — from ideation and discovery to go-to-market, enablement, and post-launch iteration; • Develop the go-to-market strategy for new features or payment methods, including training, positioning, and performance tracking; • Monitor product performance (TPV, revenue, costs, margins) and identify levers for growth, optimization, and differentiation; • Build business cases to prioritize initiatives and support strategic decision-making;

• Own the vision and roadmap for Front's Enterprise readiness surface — including how Front's AI features are governed, audited, and controlled by admins at scale. • Ship the primitives that unlock upmarket pipeline: identity & access, audit & compliance, admin-at-scale, and extensibility APIs. • Define what "admin controls for AI" means at Front — permissions for agents, auditability of AI actions, admin-grade observability into automations. • Turn deal signal, security-review post-mortems, and IT/admin customer insight into durable platform investments. • Drive alignment across Engineering, Design, Security, Sales, SE, and Partnerships — influencing heavily without direct authority.

• Own and optimize the end-to-end product and software development lifecycle (from idea to deployment) for AI-powered features • Integrate and orchestrate state-of-the-art AI models (image, video, text) into reliable, user-facing workflows • Identify friction points in current processes and tooling, and implement improvements that measurably increase team velocity • Collaborate with product leaders to refine problem statements, requirements, and success metrics for new features and experiments • Define, run, and analyze experiments to validate product ideas and drive customer and business outcomes • Establish lightweight, effective practices for testing, monitoring, and maintaining AI-enabled features in production • Mentor and coach engineers to uplevel their skills in shipping quickly, working with AI, and owning outcomes end to end • Contribute to and influence technical architecture, coding standards, and best practices for AI deployment • Partner with cross-functional stakeholders (e.g., product, design, operations) to ensure solutions align with real-world workflows and needs