Shopify Customer Success Guru - Remote Reviews | Glassdoor.co.nz

Shopify Reviews

Updated Nov 20, 2019

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4.0
71%
Recommend to a Friend
92%
Approve of CEO
Shopify CEO Tobias Lütke
Tobias Lütke
354 Ratings
  1. "Very good company to work for"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Service Representative 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Shopify full-time

    Pros

    I have enjoyed working at shopify.

    Cons

    No cons that I can think of.

    Shopify2019-07-29
  2. Helpful (3)

    "Too good to be true"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Service Representative (Guru) in Wellington, Wellington
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I worked at Shopify full-time for less than a year

    Pros

    - the benefits are pretty good (health insurance and a spending account) - Working from home

    Cons

    There is a lot of work that needs to be done with this company, and if you are considering working here, you should really do your research to know what you are getting into. This isn’t just any ordinary support role, you are required to support EVERYTHING. This doesn’t seem like an issue, but when you get bombarded with questions that you actually do not have the tools to support and you are still expected to... provide excellent support no matter what. Your KPI’s are almost impossible to reach, no matter how hard you try. A day in the life of a Guru consists of back to back phone calls for either part of your shift (8hrs) or half of your shift, where you better not take more than 5mins to finish your notes and send out an email. This is then followed by back to back chats, which just by the way you are expected to do 3 at a time (they don’t mention that in the interview process, this little nugget of information becomes known well into your training). You have an incredibly high workload, with constant interaction where all you do is try your best under the circumstances, all to be told during your QA that you are either a low performer or if you’re lucky average. There will be constant and borderline over the top goal setting, which in all honestly don’t lead to anything. The cherry on top the cake is that you will often get abusive merchants, and be prepared to be told that there is always something you could have done differently, even if they come in being completely rude, it feels like it will always be your fault that they are upset. Oh and support teams are often equally as rude when you require assistance, so be prepared to be the walking mat of the merchants and the company. It is completely and utterly mentally draining, so be prepared.

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    Advice to Management

    You need to focus less on the merchants and pay attention to your Gurus - LISTEN to them. They are drowning and are made to feel like having a mental breakdown is normal and part of the job with a fast growing company. This is just ridiculous, and if it isn’t addressed there will continue to be a massive staff turnover.

    Shopify2019-08-21
  3. "It's a great job"

    StarStarStarStarStar
    Current Employee - Customer Success Representative in Wellington, Wellington

    I have been working at Shopify full-time

    Pros

    Growth mindset, so much to learn about e-commerce, great culture, great benefits

    Cons

    Due to the fast-paced nature it can be stressful at times

    Advice to Management

    Keep doing what you're doing!

    Shopify2019-07-09
  4. "Highly Recommended"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Success Guru in Wellington, Wellington
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at Shopify full-time for less than a year

    Pros

    Awesome Training, Benefits and company to work for. Squads are very close and easy to collaboratively work with. Good growth opportunities at the time.

    Cons

    Remote working can be hard, more Pop-Up events to hang out with work mates. G

    Shopify2019-07-06
  5. "Shopify Guru"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Anonymous Employee 
    Recommends
    Positive Outlook
    No Opinion of CEO

    I have been working at Shopify full-time

    Pros

    Awesome benefits, extremely supportive environment, exciting company

    Cons

    Very few - can be overwhelming when entering Guruland

    Advice to Management

    Keep it up!

    Shopify2019-06-01
  6. Helpful (3)

    "Best job I've ever had"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Shopify Guru in Wellington, Wellington
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Shopify full-time for less than a year

    Pros

    - Amazing company culture - Insanely awesome perks - Good compensation - Growth opportunities - Challenging and exciting - Work with cool, intelligent, innovative people

    Cons

    It's kind of terrifying when you first enter guruland - training and mentoring could really do with being extended.

    Advice to Management

    Extend training time or give more to new gurus. Otherwise, keep doing what you're doing, I'm proud to work here!

    Shopify2019-04-10
  7. "New and pleased"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Technical Merchant Specialist in Wellington, Wellington
    Recommends
    Positive Outlook
    No Opinion of CEO

    I have been working at Shopify full-time for less than a year

    Pros

    -extensive training -tonnes of mentor support

    Cons

    -working from home -a bit unstructured

    Shopify2019-04-17
  8. Helpful (10)

    "Guru role not as described"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Employee 
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at Shopify full-time

    Pros

    Salary is ok and they provide equipment.

    Cons

    Majority of my team wanted to quit after only a few months on the job. Its not as described. The scope of support you have to provide is completely unreasonable and they say that other team members will help but they usually didnt have time for newbies. Theres also a strong emphasis on sales which was never mentioned in the job description. Also you have to juggle up to 3 customers at once. Customers realise youre... not only helping them and they get angry.

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    Advice to Management

    Shopify needs to seriously consider segregating incoming chats and calls based on the problem the client has. Almost all inbound customer service roles offer this because nobody can be an expert in all areas and customers understandably get pissed off when you cant actually help them because you dont know what theyre talking about. It is a waste of everyones time putting gurus in a position where they cant actually... help the client because they dont understand the problem or are trying to answer 3 problems at once.

    Show More
    Shopify2019-05-10
  9. Helpful (3)

    "Not there yet"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Wellington, Wellington
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I have been working at Shopify full-time for less than a year

    Pros

    Good salary, benefits, and nice people

    Cons

    Overwhelming and stressful to learn the Shopify Platform, while being thrown in the deep end after a month with live calls and chats.

    Advice to Management

    More time training, and more support, especially if working remotely

    Shopify2019-04-02
  10. "Love this company!"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Anonymous Employee 
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at Shopify full-time

    Pros

    Such an amazing environment to be a part of. Future focused!

    Cons

    Working remotely can get a little lonely.. what a problem to have tho.

    Shopify2018-08-30
Found 480 reviews