What is Rivo?

At Rivo, we help 7 to 9 figure Shopify brands build high-impact retention programs (loyalty + referrals) on Shopify. As the Director of Solutions Engineering, you’ll lead the strategy and execution for onboarding, technical solutions, and retention optimization, ensuring brands have a seamless experience integrating Rivo into their ecosystem.

This role combines technical expertise, leadership, and customer-centric problem-solving, making sure our merchants can quickly deploy, customize, and scale their retention strategies. You’ll collaborate closely with engineering, product, customer success, and sales to drive adoption, reduce friction, and maximize value for our merchants.

You can see our platform within Shopify here →

About the job

Big picture: you’ll be working toward one goal – ensuring the customer experience at Rivo is nothing short of exceptional.

As a team lead, you’ll oversee customer success, support, and solutions, running day-to-day operations while collaborating across departments to improve the merchant journey, from onboarding to long-term retention. You’ll act as both a business coach to merchants and an internal advocate, sharing best practices, solutions, and recommendations.

What you'll be doing

Oversee daily operations with other team leads to ensure our support and success teams deliver exceptional merchant experiences.
Lead and mentor solutions engineers and onboarding specialists, holding the team accountable for outcomes and continuous improvement.
Own the onboarding and integration process for high-growth brands, ensuring seamless setup, adoption, and activation.
Architect and optimize technical solutions, helping merchants configure and extend Rivo’s platform to fit their business needs.
Develop and implement technical playbooks, best practices, and automation to streamline onboarding and reduce time-to-value.
Collaborate with product, engineering, and cross-functional teams (support, sales, marketing) to ensure merchant needs inform roadmap decisions.
Act as a technical advisor and strategist for merchants, helping them unlock growth through retention programs.
Support sales and customer success in technical pre-sales discussions and escalations.
Track and optimize key success metrics: onboarding engagement, activation rates, support response times, satisfaction, churn reduction, and more.

Who you are

You apply the Pareto principle (80/20) and thrive in high-growth environments.
You lead from the trenches, hands-on, customer-obsessed, and committed to world-class experiences.
You’re a strong communicator with excellent written and spoken English.
You’re tech-savvy, comfortable with new tools, and eager to learn.
You think in systems and love building scalable technical solutions that drive efficiency.
You blend technical knowledge with business strategy, simplifying complex concepts into growth-driving solutions.
You bridge technical and non-technical teams, communicating effectively with engineers, PMs, sales, and merchants.
You’re empathetic, a problem-solver, and a go-getter who steps up when opportunity strikes.

Qualifications

Experience in solutions engineering, technical onboarding, engineering, or technical customer success in SaaS or ecommerce.
Proven success leading customer-facing technical teams.
Familiarity with Shopify, ecommerce APIs, and integration architecture (a strong plus).
Experience with cloud-based software, CRM tools, and support platforms (Intercom, Slack, GitHub, etc.).
Proficiency in HTML/CSS/JS and front-end development.
Track record of driving retention, reducing churn, and scaling onboarding through technical solutions

Things we avoid

Micro-managing
Egos
Drama

How to apply

We’re looking for candidates located in North America (US or Canada) to align with Pacific, Central, or Eastern time zones. If this role feels right up your alley, apply with your resume and a link or attachment of your portfolio. We look forward to hearing from you!

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