Teams at Smile.io

Lead Merchant Support and Technical Support teams while remaining hands-on with merchant conversations and escalations. Own coaching, hiring, performance management, reporting, forecasting, app store ratings, review velocity, and support’s contribution to retention. Build scalable support systems, including conversational quality assurance using Fin’s AI tooling, escalation paths, workflows, and reporting. Translate support data into product, success, and forecasting insights while improving service quality and efficiency.

Owns relationships, retention, net revenue retention, account health, renewals, saves, and expansions for Shopify Plus, Enterprise, and large Growth merchants. Builds the key-account operating model, including segmentation, risk signals, engagement cadences, account plans, and save plays. Leads commercial conversations, partners with escalated support, develops merchant advocacy through reviews and case studies, and coaches teammates on commercial success practices.