Senior Learning & Development Specialist, Support

The Support L&D team plays a direct role in that mission by ensuring new Merchant Support Advisors are ready, confident, and capable of delivering exceptional merchant experiences. We move fast, hold high standards, and continuously raise the bar on how we bring people into Shopify Support. Our Support team counts on learning and training materials to make sure they have the tools to handle any question thrown their way. This is a generalist L&D role: you'll support different parts of Support, adapting your craft to whatever subject matter comes your way — supporting different parts of support, your craft is L&D, adapting L&D knowledge to different subject matters, translating your craft to each different area. You own the craft of training: designing and building training assets end to end, keeping our learning materials current and relevant, and holding the quality bar for everything we ship. You'll strategize on best practices and new ways to deliver training, and monitor feedback and hard data to see what works and what we should iterate. You'll do this with AI as a core part of your practice, not a side experiment. You'll design and write courses using AI tools and prompting, then bring the editorial judgment that makes the output genuinely good. We want someone who can move fast with AI, edit like a human, and knows the value of both. You'll work in the Learning and Development team supporting the Support organization, partnering closely with stakeholders across Support ops and delivery to plan, and delegate appropriate pieces of work. What you'll do Design and build training assets from start to finish using AI tools and practices to draft, structure, and produce learning content. Raise the quality bar across our learning materials, setting the standard for clarity and accuracy. Refine the processes that keep our learning materials cutting edge and relevant as product and process change. Manage stakeholders and SMEs — including senior directors — through intake and review, gathering source content and keeping accuracy checks moving. Run several projects at once without letting quality or timelines slip. Creatively problem-solve custom training solutions, including for tricky or objection-prone scenarios. Contribute to the team's content strategy; bring vision and energy. What you bring Stellar writing and copy editing skills on your own, without AI. 5+ years of experience and executive presence — comfortable presenting to and partnering with senior stakeholders. Formal education and/or significant experience in adult learning design, ideally including technical program design (both large builds and smaller, one-off content). Hands-on experience with AI tools and prompt writing, with real examples of using them to produce quality content. A track record of designing and scaling programs end-to-end. Exceptional stakeholder management and communication skills. Sharp attention to detail, strong time management, and the ability to hold multiple projects at once, finding creative compromises when priorities compete. Tools and systems Google Workspace GitHub VS Code Claude Code