Overview

We are looking for a Social Media and Data Analyst to join the Merchant Support Social Care Team. You will be responsible for ensuring the team is fully exploiting insights gained from Social Listening as well as Social Care data analytics, including the integration of these insights with larger Merchant Support efforts. Ideally, you’ll have a proven track record working in social customer service data analysis including experience with or an interest in building an ROI model, experience in handling large datasets and visualization software(s), experience with CRM software, and expertise in using Social Media Listening software.

This role is an interesting mix of both social media listening and social customer service data analysis. As such, you will be not only be an important addition to the Social Care team, but will also be embedded in our Merchant Support Data Science team. Shopify’s Data Science and Engineering team has built out a petabyte-scale Hadoop cluster to make sure that every Shopifier can access the data they need to make better decisions.

Our Social Care team aims to extend the arm of Shopify everywhere the brand has an online presence to service merchants and to increase brand awareness, loyalty and affinity. The addition of Social Listening strategy and analysis will provide key insights on service, product and brand health internally and play a critical role in driving Shopify forward.

Shopify is a data-informed company and we’re excited to blaze new paths in digital customer service and Social Listening insights with your help!

Requirements for the Role:

  • Extensive experience analyzing data using SQL
  • Strong knowledge of Social Media Analytics (Listening) tools, including experience with Boolean logic (Synthesio an asset)
  • Experience with Tableau, Mode, Chartio or similar data visualization tools
  • Proven expert in Social trends and technology

It would be nice if you had:

  • Experience with Customer Relationship Management (CRM) software (Salesforce an asset)
  • Experience in customer support centre analytics for large companies
  • Experience with Google Analytics (UTM Parameters)
  • A working knowledge of Python / Ruby (or similar programming language) or an interest in learning
  • Background in a quantitative discipline (math, physics, biology, finance, etc.)
  • A working knowledge of front-end development technologies or an interest in learning

As a Social Media & Data Analyst you’ll get to:

  • Use rich data analysis to empower the team to investigate changes in KPIs, identify gaps and build new processes to optimize impact
  • Integrate Social Care data and insights with Merchant Support initiatives overall, championing standardized Social Care reporting (used everyday by a variety of stakeholders)
  • Attend meetings with stakeholder, speak with confidence about trends in the data, and present actionable insights for technical and non-technical audiences.
  • Serve as a primary stakeholder for Listening tool and developing Social Listening queries (boolean) to identify trends, build listening campaigns for insights into product, service and brand health. Deliver real-time issues/crisis management reporting, as needed.

Tools of our trade:

  • Is some of this tech new to you? That’s OK! We know not everyone will come in fully familiar with this stack, and we provide support to learn on the job!
  • Synthesio (Social Media Analytics tool)
  • Lithium (Forums Tool)
  • Conversocial (Social Media Engagement tool)
  • Salesforce (CRM)
  • ZenDesk (CRM)
  • SQL (Presto – PostgreSQL dialect)
  • Mode (Data Visualization Tool)
  • PySpark (Data Processing Tool)
  • Google Analytics
  • Native Social Media Platform Insights Tools

If you’re interested in helping us shape the future of commerce, click the “Apply now” button to submit your application.

Please let Stephanie know why you’re particularly interested in this role.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is this close to what we’re looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we’re dedicated to adding new perspectives to the team and encourage everyone to apply.

About Shopify

Shopify is a leading cloud-based, multichannel commerce platform designed for small and medium-sized businesses. Merchants can use the software to design, set up and manage their stores across multiple sales channels, including web, mobile, social media such as Pinterest and Facebook, brick-and-mortar locations, and pop-up shops. The platform also provides a merchant with a powerful back-office and a single view of their business.

The Shopify platform was engineered for reliability and scale, using enterprise-level technology made available to businesses of all sizes. Shopify currently powers over 200,000 businesses in approximately 150 countries, including: Tesla Motors, Budweiser, Wikipedia, LA Lakers, the New York Stock Exchange, GoldieBlox, and many more.

Your personal growth is important to us, and we’ll give you everything you need to make it happen: learning budgets, mentorship opportunities, one-on-one coaching, skill development workshops, you name it. We encourage you to experiment, take risks, and pursue the things you care about. And if you make a mistake? That’s ok – learn from it, and share your experience with the team.

We hope you’ll love it here, but we also know that it’s not all about work. We’ll help you maintain a healthy balance with a gym allowance, parental leave, childcare benefits, flexible work hours, and catered meals to give you more time for the things you care about most.

We’re growing quickly, so there are plenty of opportunities to learn and grow. You’ll have the creative freedom to make a real difference in the world of commerce, and the chance to work with some of the best in the business.