Melissa Johnston

Background

About Melissa Johnston

I am an experienced Customer Operations & Support Expert with a proven track record of solving complex problems, improving processes, and elevating customer experiences in fast-paced e-commerce, SaaS, and fintech environments. For over 8 years at Shopify, I specialized in supporting merchants across tax, payments, and compliance domains—transforming complex, high-stakes queries into seamless experiences. I bring a unique blend of customer empathy, operational excellence, and cross-functional collaboration to drive impactful outcomes. Whether it’s handling escalations, mentoring teams, or leading knowledge and process improvement initiatives, I thrive at the intersection of customer advocacy and operational efficiency. My strengths lie in: Making the complex simple—for customers, teams, and stakeholders Streamlining support operations and driving process improvements Mentoring and enabling support teams to excel Partnering across product, engineering, and compliance to advocate for the customer