With 800,000+ merchants not everything will always run smoothly for everyone. That’s where Shopiy’s Incident Response Team comes in.
This isn’t your typical Incident Response role- it’s about delivering strategic and empathetic communication when an incident occurs at Shopify. You don’t need an Incident Response background to be successful and we can teach you any of the technical bits.
We’re looking for strong writers who can utilize Shopify’s content style guide to communicate information regarding incidents at Shopify. From delivering a difficult “no” to distilling complex technical messaging into a merchant friendly action plan to responding to complaints from the Better Business Bureau, the incident communication team quickly responds to a wide variety of issues and incidents and creates communications for a variety of audiences using a variety of methods whether it be 1:1, 1:many, sending an email a tweet or posting a status page update. If you’re someone who gets excited about walking into a challenge where anything can happen, where your strategy might change half-way through and you have to think intuitively on your feet, this might be for you.
We work with multiple teams including: engineering, security, workplace/safety, internal and external communications, legal, support, and of course our merchants to ensure the best communication possible no matter how undesirable the situation.
At Shopify, we practice critical thinking over process. While we have processes in place for incident handling, these act as guides that will apply to most incidents we come across. We think critically throughout the response to incidents and make exceptions and/or additions to our standard processes as necessary, never defaulting to blindly following playbooks.
We know that applying to a new role takes a lot of work and we really value your time. Please to address your cover letter to Ashley and tell us why you think this is the right role for you! We're looking forward to reading your application.
This posting will close on Friday, November 8th at 2:00pm EDT.
At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.