Shopify Customer Support Guru Reviews

Updated 13 Apr 2020

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3.0
33%
Recommend to a Friend
69%
Approve of CEO
Shopify CEO Tobias Lütke
Tobias Lütke
5 Ratings
  1. COVID-19
    Helpful (6)

    "Made to feel old and worthless!!!"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Support Guru 
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

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

    Pros

    See pros aren't pros, because they are to pay off the cons. So nope, not worth it.

    Cons

    Sink or swim, they don't care. They do not help you in areas you are struggling with, they just consistently bash you with terrible QA. All about the merchants! During the Covid we have been taken abuse from merchants, have to take it BC they are under stress! What about us? Just BC we work does not mean this situation isn't affecting us! Let's push our support over the edge. If you have a lead who cares, your golden, if not, crash and burn. People off of work stressed because they fire people for no reason, other than, the SL doesn't like you. HR is so full of themselves, flouncing her I'm better than everyone else attitude, upper management so disillusioned about how great Shopify is. Workers are a number, easily replaced. You aren't a millenial, goodluck surviving! They don't care, they are hoping you will quit. Don't like it here, bubye is their motto.

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  2. Helpful (5)

    "Not Entirely What I Expected"

    3.0
    Former Employee - Customer Support Guru in Toronto, ON

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

    Pros

    Great benefits, stock options, competitive pay

    Cons

    Inconsistent training, inconsistent scheduling, constantly changing platform

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  3. Helpful (33)

    "Guruland is drowning. This will harm your mental health."

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Support Guru in Ottawa, ON
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

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

    Pros

    Benefits package is very good, however it doesn't include vision for some reason.

    Cons

    The position of guru is touted as being the perfect stepping stone into the company. I can tell you, flat out, that is a lie. If you don't know someone (have an 'in' with someone from that department) you will not be hired into a new role. Guruing is hard work. The platform changes everyday and you are expected to change with it. New features are expected to be learned (without adequate time to train and practice). Some features are removed with little notice and we are expected to explain why to upset merchants (with ~positive positioning~ and offering them a chance to pay more money for a different plan than what they currently have). Shopify seems to pride itself on being a cool, hip place to work. However, guruland is drowning. There's not enough being done to show care for gurus mental health. We're told that 'breaking' is completely normal and expected. Isn't it sad that a company is telling their employees, the front line faces of their company, that yes, you will have mental breakdowns while working here? Gurus aren't afforded the same leave benefits as the rest of the company. Most of the weekends up to the end of the year are already booked. Vacation is very, very structured and if you don't book it right away you will not get it. I know I'm complaining, but it's all I can do to help future gurus who apply for this position. Please know what you're getting into when you apply. It's a stressful, relentless, mentally exhausting job. You will experience burnout and it will harm your mental health.

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  4. Helpful (5)

    "Best Training Program I've ever seen"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Support Guru in Ottawa, ON
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    -Great training, (4 weeks of training, 2 weeks of mentoring) makes you feel confident going into the job. -Work from home is amazing -Pays better than similar jobs -Benefits and League spending account are amazing.

    Cons

    Working Some stat holidays sort of sucks, but you DO get 2.5x your pay for that day.

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  5. Helpful (1)

    "Customer Support Guru"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Support Guru in Ottawa, ON
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    Great learning experience. Detailed training. Amazing benefits. Huge room for growth.

    Cons

    Tough work life balance. High speed/growth culture can lead to burnout.

  6. "Great entry-level, work from home position"

    4.0
    Former Employee - Customer Support Guru in Ottawa, ON

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

    Pros

    Great entry salary, lots of training, fun and supportive work culture. Great opportunity for remote work (I am one of many employees who worked from home.)

    Cons

    Call centre stress and managing multiple chats caused me to burn out quickly. This is a role for people who are very personable and love to be constantly in conversation. It’s definitely a fantastic fit and opportunity for many, just wasn’t the right role for me personally.

  7. Helpful (8)

    "Shopify *IS* a cult - don't let them tell you otherwise."

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Support Guru in Ottawa, ON
    Doesn't Recommend
    Neutral Outlook
    Disapproves of CEO

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

    Pros

    Great benefits and hardware is provided to you.

    Cons

    Working remotely means your forgotten, and being the first line of support means you deal with a lot of crap from higher level employees. If you don't drink the kool-aid, you're a target right away.

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  8. "Customer Support Guru"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Support Guru in Victoria, BC
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    Constant product releases, training, and business information., Like getting paid to go to University! You will learn tons at a fast pace. Everything about e-commerce, marketing , design, etc. The diversity of merchants keeps live channels interesting! Best remote position I have had, as you are in constant contact with your team/squad and have a lead. Pop up offices in major centres keep you from remote burnout. Also this company does a lot to support burnout and mental health. You do not feel alone. Feedback is encouraged and company shares

    Cons

    Rotating 6 week schedule with weekend shifts but most gurus adjust to the flow. Harder for single parents, and if you know you have an event coming up book it off, if it ends up being your day off anyways, the day goes back in your time off. You must love change and a fast pace. If you like to absorb information slowly or repetition, the guru roll may not be for you. Guru's start at set wage,

  9. Helpful (5)

    "Kool Aid"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Support Guru in Ottawa, ON
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    It is what it is. Emails, calls, and live chats. Fairly interaction based, around 50 minimum per shift. Overall great place to work with decent benefits. $19 an hour Canadian. Nice to work remotely too. It's a bit too glorified within the company as a "super-role" but in reality, it's just customer support. Definitely a good team behind Shopify, and I back the product 100%. You can move up really easily if you stand out (which isn't hard to do). Not sure how it is now, but if you're pulling over 100 interactions a day, then you'll be up for a promotion in a few months. They reward hard work, I'll say that.

    Cons

    "Leads" don't get paid much more than guru's get, and are expected to hustle hard for it. Not going to say any names, but there's a few people who have been there since the beginning and are a bit too buddy-buddy with the higher ups. Long time people having not a lot of experience, but just been there since day 1, you get a lot of unprofessional behaviour. Expected in a fast growing company, but just a con in my eyes. Also, there's a lot of Kool-Aid. And you've got to drink it. All of it.

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