Shopify Customer Success Guru Reviews | Glassdoor.com.au

Shopify Customer Success Guru Reviews

Updated 12 Nov 2019

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3.3
47%
Recommend to a Friend
92%
Approve of CEO
Shopify CEO Tobias Lütke
Tobias Lütke
43 Ratings
  1. "Great benefits, decent pay, tough job, no path to advance either."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Success Guru in Toronto, ON
    Doesn't Recommend
    Positive Outlook
    Approves of CEO

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

    Pros

    Great benefits, decent pay. Overall great company with a great mission. Get to chat with and help insanely talented entrepreneurs, artists and businesses on a daily basis. Annual retreats. Get to be part of a great brand that is growing like crazy. Opportunity to build your own business while employed.

    Cons

    Limited opportunities for advancement. Insanely competitive for what opportunities there are. Little constructive feedback to action for advancement. No clear guidelines for advancing in the company. Company line is always, “just be better at your current job”, even if you are already top tier performer. Intense multitasking for hours on end. Management very focused on smiley ratings from customers, but no way to... dispute ratings based on circumstances beyond your control, like service outages, or policy changes. Excessive performance metrics. Sales targets, which are never called sales targets. Typically your workday on the day you start the job and your workday 2-3 years later will be identical. No variation in tasks or responsibilities, leads to very stagnant growth and desperate competition for advancement.

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    Advice to Management

    I strongly believe in the way Shopify hires their employees. Emphasis on diverse work backgrounds in hiring is great, but it leaves a lot of highly ambitious and very educated people disgruntled when there are very limited opportunities to work on projects outside of Customer Service, or ways to break up the live channel monotony, or ways to exercise their other skill sets. Coupling this with very limited... opportunities for advancement, and no real path for advancement, or career guidance leads to a lot of frustration. Having job postings which encourage you to apply because “experience comes in many forms” and then being rejected from a job due to lack of professional experience is a waste of everyone’s time. Either make professional experience a job requirement, or don’t weigh it as heavily in the interview process.

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    Shopify2019-11-07
  2. "Guru Role"

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

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

    Pros

    Great company to work for

    Cons

    No cons, love this job,

    Shopify2019-10-23
  3. Helpful (1)

    "Support should not do sales"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Success Guru - Remote in Richmond, BC
    Neutral Outlook
    No Opinion of CEO

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

    Pros

    Great benefits, work from home

    Cons

    Time is micromanaged Support staff encouraged to upsell, which IMO SENDS THE WRONG MESSAGE TO THE CUSTOMER (we care more about extracting value from you than solving your problem)

    Shopify2019-10-31
  4. Helpful (3)

    "Recent Guru"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Success Guru - Remote in Ottawa, ON
    Doesn't Recommend
    Negative Outlook
    No Opinion of CEO

    I worked at Shopify full-time for more than 3 years

    Pros

    Being able to work from home

    Cons

    Unbelievable expectations from gurus. It is always expanding and covers all aspects of the front facing business. Includes trouble shooting, coaching and SALES WHICH THEY TRY TO DISGUISE. The pay is in no way aligned with the work required. You are contantly micromanaged by less than competent managers and get hammered for stepping away from your computer for a minute. 30-minute lunch break! What??? Unless I'm... ordering takeout every day, it doesn't work. They expect you to have fast internet, but don't pay for it?? Expect you to be reachable by the slack app on your cell phone but don't cover your plan or phone???? Supremely unprofessional and use all the colorful language you can think of, which is endorsed by corporate because I guess they're hip? Everybody you meet talks about how they moved up from being a guru into whatever role they are in now. YA OK, when there were 100 employees that's bound to happen, not when there's 10000. This also results in incompetence all across.

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    Advice to Management

    Pay better, expect less - way less.

    Shopify2019-11-13
  5. Helpful (9)

    "An anxiety-inducing job."

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Success Guru - Remote in Ottawa, ON
    Doesn't Recommend
    Negative Outlook
    Approves of CEO

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

    Pros

    Pros: -Immediate benefits -Benefits are great - from lifestyle spending to insurance coverage -Working from comfort of home -Paid vacation days

    Cons

    Cons: -Anxiety-inducing -Working overtime without pay -High-stress phone calls with merchants -Needed to always up sell -Not much room for growth into company - essentially stuck at Guru position

    Advice to Management

    -3 simultaneous chats whilst writing notes and responding to merchants in under 2 minutes is too much for any person to do a good job and actually help merchants

    Shopify2019-10-05
  6. "Great place to work"

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

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

    Pros

    Remote work Good pay Great atmosphere

    Cons

    None to mention as of yet

    Shopify2019-09-25
  7. Helpful (6)

    "Shopify is not taking employee burnout seriously"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Success Guru - Remote in Toronto, ON
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

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

    Pros

    Great benefits and working from home is ideal. A lot of really nice people work at this company.

    Cons

    The guru role is expanding all the time and it is almost impossible to keep up. Management is just not listening and I've been here for 2 years and can see they are not listening. Burn out is frequent and real, and with only 10 sick days a year allowed, you end up taking days off and not getting paid for them if you go over those 10 days. The work load of the role has increased 100% but the salary definitely has not... kept pace with that. 30 minute lunches and being micro managed is really frustrating. Shopify says they trust us and we are adults, but they micro manage guru's and watch our every move - even bathroom breaks! Steer clear of this role if you are thinking of this company.

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    Advice to Management

    30 minute lunches and 10 sick days a year are simply not enough to maintain sanity doing this job. Guru's don't care about merchants when they are sick and burnt out. TMS support is overworked too, and are getting pretty snarky in the channel, which is not helping us do our job. Management needs to sit at a guru desk for a couple of days and feel the pressure - while you are trying to manage us, you have no idea... what it's really like in the trenches.

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    Shopify2019-10-23
  8. "Remote guru position"

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

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

    Pros

    Good salary, excellent benefits and perks, lovely people

    Cons

    Working remotely can be lonely

    Shopify2019-09-20
  9. "Great place to work!"

    StarStarStarStarStar
    Current Employee - Customer Success Guru - Remote in Vancouver, BC

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

    Pros

    Great benefits, great people, lots of opportunity to make an impact.

    Cons

    Salary for the guru role could be better.

    Shopify2019-09-11
  10. "Amazing opportunity. You wont regret working here"

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

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

    Pros

    - Great Learning Opportunity - Get your own store - Amazing Bonuses

    Cons

    - Being remote can feel isolating - Can get boring once you a high understanding of the role

    Shopify2019-08-28
Found 62 reviews