Looking for a job

Steve Baker

@stevebaker

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I transform customer support experiences | Shopify Expert | Builder of Teams

United States

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What I'm looking for

I seek a role combining eCommerce operations and technical customer success where I can improve processes, scale teams, and drive measurable revenue and retention.

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

Current

Owner | Ecommerce

Current

FMW Fasteners

Jan 2007 - Present (19 years 5 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.

NetSuite Inventory Management order fulfillment Customer Support SEO Analytics

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%.

Support Management Automation)Customer Success Review Generation Training Programs Automation

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.

Customer Support Ticketing Systems Customer Onboarding Troubleshooting Documentation

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.

Pre Sales Engineering Team Leadership Customer Training Solution Architecture Stakeholder Management Technical Presentations

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.

Systems Engineering Technical Documentation Integration Cross Functional Collaboration GitHub