Steve Baker
@stevebaker
I transform customer support experiences | Shopify Expert | Builder of Teams
What I'm looking for
I build world-class support teams.
With nearly two decades of experience across SaaS, eCommerce, and enterprise systems—including leadership at Archetype Themes, Style Hatch, and Symantec—I’ve built and scaled high-performing organizations that deliver measurable results.
At Archetype, I led a global support team serving thousands of Shopify merchants, launched programs that drove the first 1,000+ positive reviews, and introduced AI-driven automation that cut repetitive tickets by 20%. At Style Hatch, I resolved thousands of merchant cases with a 100% positive review record. Earlier, I scaled FMW Fasteners into a $2M Shopify Plus business and managed systems engineering teams at Symantec and BindView, driving $60M+ in revenue.
I’m passionate about elevating customer experience while unlocking efficiency. Whether it’s optimizing SLAs, cultivating a culture that makes excellence contagious, designing AI-driven workflows that empower, or bridging gaps between support, product, and engineering—I’ve done it, I love it, and I bring the blueprints.
Experience
Work history, roles, and key accomplishments
Owner | Ecommerce
FMW Fasteners
Jan 2007 - Present (18 years 9 months)
Founded and scaled FMW Fasteners into a Shopify Plus business, growing eCommerce revenue to $2M, overseeing 20,000+ SKUs and integrating NetSuite with Shopify to improve operations and customer experience.
Support Manager
Archetype Themes
Jun 2020 - Aug 2025 (5 years 2 months)
Built and led a global support team serving Shopify merchants, launched review programs achieving 1,000+ theme reviews, and implemented AI-driven automation that reduced repetitive tickets by 20%.
Customer Success Specialist
Style Hatch
Sep 2017 - Jun 2019 (1 year 9 months)
Supported Shopify merchants with front-end theme customization, resolved thousands of tickets, and maintained a 100% positive review rating across 600+ Theme Store reviews while improving adoption and retention.
Regional Manager - Systems Engineering
Symantec
Jan 2006 - Jan 2007 (1 year)
Managed a distributed team of pre-sales systems engineers driving $60M+ in revenue, partnered with sales and services to deliver seamless pre- and post-sale customer experiences and product training to improve adoption and retention.
Senior Systems Engineer
BindView
Nov 2004 - Dec 2005 (1 year 1 month)
Led bug triage and authored technical documentation in GitHub, collaborated with product managers to align solutions with customer business goals and streamlined product integrations.
Education
Degrees, certifications, and relevant coursework
Southwest Texas State University
Political Science
1991 - 1993
Completed coursework in Front End Web Design and Political Science between 1991 and 1993.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Website
rstephenbaker.comSalary expectations
Social media
Job categories
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