Senior Associate, Product Support

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.

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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.

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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.

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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.

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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.