Roop P.

Social Media & Community Specialist @Shopify

CA

Cultivated meaningful dialogues to address business challenges and foster organizational growth through personalized engagement- Developed scalable content frameworks by creating customer-centric blog posts and technical documentation, improving knowledge transfer and support satisfaction for a community of over users and maintaining alignment with Shopify’s brand and voice- Collaborated with cross-functional teams—including legal, PR, marketing, and incident response—to maintain consistent and accurate messaging across public channels- Supported unified, high-stakes user experiences by contributing to content design that reinforced Shopify’s narrative- Led content discovery and planning by engaging directly with merchants to gain insights into business challenges, crafting personalized, UX-driven messaging that fostered growth and user satisfaction- Enhanced communication consistency by developing and refining internal style guides, which were based on best practices research, for teams across 4 time zones and 50+ members. This ensured adherence to a cohesive, brand-true voice across departments- Drove 30% increase in new merchant engagement and improved retention by 15% through strategic, user-centric social media content, maintaining a 15-minute response window to ensure real-time support and trust- Crafted clear, inclusive, and accessible messaging across web, social, and in-product channels, contributing to a 1:6 cost-saving ratio by reducing support debt by 83%, demonstrating effective and empathetic content strategy- Utilized brand health metrics and customer feedback to refine and optimize communication strategies, strengthening public trust and improving stakeholder relationships through data-informed adjustments- Facilitated content critiques and team training to standardize best practices and improve onboarding, directly training 4 new team members and enhancing internal knowledge resources