Lead, Learning & Development - Support (Canada , Americas)

About The Role
Shopify's mission is to make commerce better for everyone. The Support L&D team plays a direct role in that mission by ensuring Shopify Support teams are ready, confident, and capable of delivering exceptional merchant experiences. We move fast, hold high standards, and continuously raise the bar on how we train people in Shopify Support.
The problem
Shopify Support is being rebuilt around AI. AI starts most conversations now. When a merchant needs a person, that person has to be very good, very fast, and is often working on something that changed last week. New payments, banking, and point-of-sale products ship constantly. Your job is to make our people that good, and keep them that good as everything around them moves.
The role
You're an individual contributor with no direct reports and a lot of ownership. You decide what we build, why, and how we'll know it worked. Then you build it yourself. You write it, edit it, ship it, watch the data, and change it.
What You'll Do
Find the gaps before they show up in merchant outcomes. Read the performance and quality data, listen to advisors, and decide what to build next.
Build learning end to end, from source content to the final asset, for big programs and for the "this launches Tuesday" kind.
Write content that teaches both people and the AI tools they work alongside, so we write it once and it works everywhere.
Own programs over time. Measure them, keep what works, and scrap what doesn't.
Turn vague or competing asks from senior leaders into a clear plan, and hold your ground on what good looks like.
Set the quality bar for the team by showing it in your own work.
How You'll Work With AI
Reflexively. You use AI to diagnose, draft, and structure in a fraction of the time it used to take. Then you do the part it can't: judgment, accuracy, and the editing that makes something worth reading. We'll ask you to show us how.
You might be a fit if
You write and edit exceptionally well, with or without AI.
You've built learning that changed how adults do their jobs, ideally in a technical or fast-changing environment, and you can show us.
Your path is unusual: instructional design, program management, a specialist track, or a manager who came back to the craft. We care what you can do, not what your title was.
You have strong opinions about AI tools, backed by examples where your judgment, not the tool's output, made the difference.
You like it when the plan changes. You flag your assumptions, adjust, and keep shipping.
About Shopify
Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.
This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.
About You
Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.
Before you apply, consider if you can:
Care deeply about what you do and about making commerce better for everyone
Excel by seeking professional and personal hypergrowth
Keep up with an unrelenting pace (the week, not the quarter)
Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
Bring critical thought and opinion
Put AI agents and tools to work on the tasks they're built for, and focus on the work only humans can do
Embrace differences and disagreement to get shit done and move forward
Work digital-first for your daily work
We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.

Work arrangement
Yes