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Shopify•
8 years experience
Monica Patel
Customer Support Team Lead → Director of Customer Support
LandedShopify•Director of Customer Support•$200,000 CAD + $80,000 bonus
75 → 92
Resume Score
2 → 4
Interviews
70 minutes
Time to Improve
Background
Industry
E-Commerce
Experience
8 years
Location
Toronto, Canada
The Challenge
Before Resume Scorer
Applications12
Interviews2
Interview Rate16.7%
Timeline5 months
Main Pain Points
- Resume showed team leadership, not director-level strategy
- Missing support operations and scaling experience
- No examples of influencing product roadmap
- Positioned as manager, not director
The Solution
1
Org Building
Before
Led support team of 10 agents
After
Scaled support org from 10 to 100 agents across 3 locations, built hiring and training pipelines
Impact
Showed director-level organization building
2
Strategic Operations
Before
Managed support queues and SLAs
After
Built support operations: implemented Zendesk, built knowledge base, reduced CSAT by 80%, improved FRT by 70%
Impact
Demonstrated strategic operations and optimization
3
Product Influence
Before
Worked with product team on feature requests
After
Influenced product roadmap based on support insights, championed top 10 customer requests, 8 shipped
Impact
Showed customer voice leadership and product influence
The Results
After Resume Scorer
Applications8
Interviews4
Interview Rate50%
Timeframe4 weeks
Interview Rate Increase
+200%
Increased from 16.7% to 50%
Landed Job
Shopify•Director of Customer Support•$200,000 CAD + $80,000 bonus
"I looked like a team leader. Resume Scorer helped me show I build and scale support organizations—that director-level framing got me hired at Shopify."
— Monica Patel, Director of Customer Support at Shopify
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