Who is Bold Commerce?
Bold Commerce builds powerful tools that help ecommerce brands grow smarter and sell more.
Our suite of Shopify Apps are designed to maximize revenue potential. With 760,000+ merchants worldwide and over a decade of experience, no one knows Shopify better than Bold. Sell more to every subscriber with Bold Subscriptions, the only subscriptions solution on Shopify designed to upsell at every subscriber touchpoint. Maximize AOV with high-converting AI-powered upsells and cross-sells from Bold Upsell. Power wholesale, VIP and customer-specific pricing with Bold Custom Pricing. Go further with Bold Memberships, Discounts, Bundles, QuickBooks Sync and Xero Sync.
Bold delivers the tools you need to turn browsers into buyers and boost your bottom line.
About the Role
We’re looking for a Business Systems Administrator who thrives on operational ownership and system optimization. You’ll manage the platforms, tools, and workflows that power our Customer Success experience, from AI-driven self-service and automations to integrations and data infrastructure.
This high-impact role focuses on improving how merchants interact with support. You’ll work cross-functionally with Customer Success, Product, Design, and Engineering to scale self-service, streamline operations, and remove friction across the customer journey.
We move quickly and value people who do the same, bringing structure, systems thinking, and practical solutions that enhance both efficiency and customer experience.
Core Systems: Zendesk, Tymeshift, Internal Tools, AI Assistants/Bots, Zapier, REST APIs, GTM, Looker/LookML, and related CS platforms.
What you’ll do
- Own and optimize Customer Success systems including Zendesk, workforce tools, internal platforms, and connected third-party solutions.
- Define and execute our AI-powered self-service strategy, including knowledge base structure, bot flows, and in-app support.
- Continuously analyze self-service effectiveness and iterate to improve deflection rates and BSAT.
- Build scalable workflows, automations, and system integrations across platforms using APIs and automation tools.
- Identify friction in the customer journey and introduce proactive self-service experiences.
- Partner with Product and Design to funnel structured customer feedback into roadmap decisions.
- Support Customer Success leadership by delivering better data, workflows, and system visibility.
- Manage system security, access controls, and compliance across the Customer Success tech stack.
- Assist with customer engagement initiatives including review outreach, follow-ups, and research efforts.
- Support Marketing and Product teams with data segments, customer lists, and tooling.
What we’re looking for
- 3+ years administering Customer Success or Support systems (Zendesk required)
- 2+ years in Customer Success, Customer Experience, or Support leadership roles
- Strong experience designing workflows, automation rules, triggers, and extensions in Zendesk
- Proven experience with system integrations and connecting tools via REST APIs
- Experience building AI-powered self-service or support automation strategies
- Comfortable working across technical and non-technical teams to drive adoption and impact
- Strong analytical mindset with experience defining success metrics and tracking operational performance
- Experience with data tools (Looker / LookML experience is an asset)
- Ability to own complex, cross-system challenges and drive solutions from idea to execution
Our Investment in YOU!
💰 Competitive compensation that reflects your experience and skills
📈 Employee Options to help you grow with us!
💼 Employer Paid Health & Dental Benefits - starting day 1!
🧠 Virtual mental health and EAP platform for support anytime
🌱 Annual Health Benefit ($1,000 per year) to help you thrive!
🌍 Working remotely - anywhere in Canada!
🏡 Flexible work hours
🌴 Competitive paid vacation days
