STEVE BAKER

STEVE BAKER

STEVE
BAKER

  • Builder

    Shopify

    AI

    Customer Support

  • eCommerce &

    Support Leader

  • available in Houston or Anywhere

    (working remote)

  • Based in the U.S.

  • Builder

    Shopify

    AI

    Customer Support

  • eCommerce &

    Support Leader

  • available in Houston or Anywhere

    (working remote)

  • Based in the U.S.

  • Founder • Shopify Plus • Customer Experience • AI

  • Building Elite Teams Since 2004

  • Founder • Shopify Plus • Customer Experience • AI

  • Building Elite Teams Since 2004

About me

Scaling eCommerce
& Support with Human-Directed AI

Scaling eCommerce
& Support with Human-Directed AI

Scaling eCommerce
& Support with Human-Directed AI

I specialize in scaling eCommerce and support operations through human-directed AI. From growing Shopify Plus businesses to leading global support teams, I implement automation that enhances efficiency, elevates customer experiences, and transforms support into a driver of lasting growth.

Past experience

2020 - 2025

Support Manager | Archetype Themes

Built and led a global support team at Archetype Themes, delivering exceptional service to thousands of Shopify merchants. Launched review programs achieving the first 1,000+ theme reviews, and implemented AI-driven automation that cut repetitive tickets by 20%, transforming support into a driver of growth and customer success.

2020 - 2025

Support Manager | Archetype Themes

Built and led a global support team at Archetype Themes, delivering exceptional service to thousands of Shopify merchants. Launched review programs achieving the first 1,000+ theme reviews, and implemented AI-driven automation that cut repetitive tickets by 20%, transforming support into a driver of growth and customer success.

2020 - 2025

Support Manager | Archetype Themes

Built and led a global support team at Archetype Themes, delivering exceptional service to thousands of Shopify merchants. Launched review programs achieving the first 1,000+ theme reviews, and implemented AI-driven automation that cut repetitive tickets by 20%, transforming support into a driver of growth and customer success.

2017 - 2019

Customer Success Specialist | Style Hatch

Supported Shopify merchants with front-end theme customization, resolved thousands of tickets, and maintained a 100% positive review rating across 600+ Theme Store reviews. Led bug triage and documentation in GitHub, strengthening product quality while building a reputation for exceptional customer experience.

2017 - 2019

Customer Success Specialist | Style Hatch

Supported Shopify merchants with front-end theme customization, resolved thousands of tickets, and maintained a 100% positive review rating across 600+ Theme Store reviews. Led bug triage and documentation in GitHub, strengthening product quality while building a reputation for exceptional customer experience.

2017 - 2019

Customer Success Specialist | Style Hatch

Supported Shopify merchants with front-end theme customization, resolved thousands of tickets, and maintained a 100% positive review rating across 600+ Theme Store reviews. Led bug triage and documentation in GitHub, strengthening product quality while building a reputation for exceptional customer experience.

2007 - Current

Founder | eCommerce | Marketing | Customer Support | FMW Fasteners

Founded and scaled FMW Fasteners into a thriving Shopify Plus business, growing eCommerce revenue to $2M. Oversaw 20,000+ SKUs, integrated NetSuite with Shopify, and built efficient operations that balanced customer experience, technology, and business growth over more than a decade.

2007 - Current

Founder | eCommerce | Marketing | Customer Support | FMW Fasteners

Founded and scaled FMW Fasteners into a thriving Shopify Plus business, growing eCommerce revenue to $2M. Oversaw 20,000+ SKUs, integrated NetSuite with Shopify, and built efficient operations that balanced customer experience, technology, and business growth over more than a decade.

2007 - Current

Founder | eCommerce | Marketing | Customer Support | FMW Fasteners

Founded and scaled FMW Fasteners into a thriving Shopify Plus business, growing eCommerce revenue to $2M. Oversaw 20,000+ SKUs, integrated NetSuite with Shopify, and built efficient operations that balanced customer experience, technology, and business growth over more than a decade.

2004 - 2007

Regional Manager, Systems Engineering | Symantec Corp.

Managed a distributed team of pre-sales systems engineers driving $60M+ in revenue. Partnered with sales, services, and support teams to deliver seamless customer experiences pre- and post-sale, while providing product training that strengthened client adoption and retention in enterprise environments.

2004 - 2007

Regional Manager, Systems Engineering | Symantec Corp.

Managed a distributed team of pre-sales systems engineers driving $60M+ in revenue. Partnered with sales, services, and support teams to deliver seamless customer experiences pre- and post-sale, while providing product training that strengthened client adoption and retention in enterprise environments.

2004 - 2007

Regional Manager, Systems Engineering | Symantec Corp.

Managed a distributed team of pre-sales systems engineers driving $60M+ in revenue. Partnered with sales, services, and support teams to deliver seamless customer experiences pre- and post-sale, while providing product training that strengthened client adoption and retention in enterprise environments.

Email

steve@redillume.io

Current Residence

Houston, Texas

Current time

2:51:50 PM

2:51:50 PM

Services

Versatile &
Results-Driven

Highly adaptable leader driving growth across eCommerce, support, and AI—transforming challenges into opportunities with continuous innovation.

01

Customer Success & Support Leadership

Built and led global systems engineering & support teams, delivering exceptional customer experiences.

01

Customer Success & Support Leadership

Built and led global systems engineering & support teams, delivering exceptional customer experiences.

01

Customer Success & Support Leadership

Built and led global systems engineering & support teams, delivering exceptional customer experiences.

02

AI-Driven Automation & Innovation

Implemented human-directed AI (Kapa.ai) to streamline workflows, reduce repetitive tickets, and drive efficiency while keeping customer experience central .

02

AI-Driven Automation & Innovation

Implemented human-directed AI (Kapa.ai) to streamline workflows, reduce repetitive tickets, and drive efficiency while keeping customer experience central .

02

AI-Driven Automation & Innovation

Implemented human-directed AI (Kapa.ai) to streamline workflows, reduce repetitive tickets, and drive efficiency while keeping customer experience central .

03

eCommerce Operations & Growth

Founded and scaled FMW Fasteners into a multi-million-dollar Shopify Plus business, mastering product catalog management, systems integration, and growth strategy.

03

eCommerce Operations & Growth

Founded and scaled FMW Fasteners into a multi-million-dollar Shopify Plus business, mastering product catalog management, systems integration, and growth strategy.

03

eCommerce Operations & Growth

Founded and scaled FMW Fasteners into a multi-million-dollar Shopify Plus business, mastering product catalog management, systems integration, and growth strategy.

04

Cross-Functional Collaboration & Enablement

Proven ability to work across engineering, sales, and marketing—building processes, documentation, and training programs that scale business outcomes.

04

Cross-Functional Collaboration & Enablement

Proven ability to work across engineering, sales, and marketing—building processes, documentation, and training programs that scale business outcomes.

04

Cross-Functional Collaboration & Enablement

Proven ability to work across engineering, sales, and marketing—building processes, documentation, and training programs that scale business outcomes.

Current stack

Shopify

Netsuite

Intercom

Slack

Kapa.ai

Cursor

Github

Front

Zendesk

LLM

Progression

How Did I Get Here?

From Lead to Lead [er]

My journey has definitely been unconventional, but the collective experience is what sets me apart.

01

Enterprise Foundations

9 years

Technical Support

Provided front-line technical support for BindView software tools, troubleshooting Windows Active Directory and Novell NDS issues and assisting customers with software implementations.

Pre-Sales Systems Engineering

Delivered technical presentations, solutions design, and pre-sales support, helping close enterprise deals and exceed revenue targets.

Systems Engineering Manager

Led distributed systems engineering team, driving $60M+ revenue through pre-sales strategy, technical expertise, client training, and cross-functional collaboration.

Enterprise Foundations

9 years

Technical Support

Provided front-line technical support for BindView software tools, troubleshooting Windows Active Directory and Novell NDS issues and assisting customers with software implementations.

Pre-Sales Systems Engineering

Delivered technical presentations, solutions design, and pre-sales support, helping close enterprise deals and exceed revenue targets.

Systems Engineering Manager

Led distributed systems engineering team, driving $60M+ revenue through pre-sales strategy, technical expertise, client training, and cross-functional collaboration.

02

Entreprenurial Growth

15 Years

Netsuite

Implemented and optimized NetSuite ERP to streamline operations, integrate workflows, improve reporting, and support scalable eCommerce business growth.

Shopify Plus

Transitioned to Shopify Plus optimizing operations, integrations, and customer experiences to drive sustainable growth.

FMW Fasteners

Founded and scaled FMW Fasteners, growing Shopify Plus eCommerce to $2M in revenue while managing 20,000+ SKUs with NetSuite integration.

Entreprenurial Growth

15 Years

Netsuite

Implemented and optimized NetSuite ERP to streamline operations, integrate workflows, improve reporting, and support scalable eCommerce business growth.

Shopify Plus

Transitioned to Shopify Plus optimizing operations, integrations, and customer experiences to drive sustainable growth.

FMW Fasteners

Founded and scaled FMW Fasteners, growing Shopify Plus eCommerce to $2M in revenue while managing 20,000+ SKUs with NetSuite integration.

03

AI-Driven Support Leadership

8 years

Style Hatch

Provided front-end theme support, resolved thousands of tickets, and sustained 100% positive Shopify Theme Store rating across 600+ reviews.

All the AI Things

Implemented Retrieval-Augmented Generation and LLMs, automating responses and reducing repetitive support tickets by 20% while improving efficiency.

Archetype Themes

Led remote, global Shopify theme support team, launched milestone review program surpassing 1,000 reviews, and delivered exceptional merchant experiences.

AI-Driven Support Leadership

8 years

Style Hatch

Provided front-end theme support, resolved thousands of tickets, and sustained 100% positive Shopify Theme Store rating across 600+ reviews.

All the AI Things

Implemented Retrieval-Augmented Generation and LLMs, automating responses and reducing repetitive support tickets by 20% while improving efficiency.

Archetype Themes

Led remote, global Shopify theme support team, launched milestone review program surpassing 1,000 reviews, and delivered exceptional merchant experiences.

Present

Present

Any Questions?

Any Questions?