Pros
- Great perks and benefits - Work from home - Wonderful team bonding, peers are great people - Highly talented employees - Excellent on-boarding program - Can learn a lot about e-commerce, speaking to customers, and communication skills if you're willing to put up with the Cons
Cons
- Very difficult to move out of the customer support guru position. The number of people in this role has increased dramatically and as a result, competition is steep and it's difficult to get visibility. The job applications for other roles involve projects that take hours of your own time to do, and end up just providing free work to the team you apply for, while you get dismissed over and over again. This happened to multiple talented people I worked with. - Day to day is very stressful; customer support can be very emotionally taxing, and the structure of the role makes it worse. This role was damaging to my mental and physical health over the long term. - You are micro-managed, and quality score metrics are tracked aggressively. They know when you're online, when you go to the bathroom, how long it took between calls... Every word you say is monitored, both over chat support and phone support. Do not get into this role if you value autonomy. I felt patronized and treated like a child. -Management doesn't show any real desire to make the working conditions less stressful. There are internal support groups available for people who "break", but it's a bandaid solution. "Breaking" happens to people often enough that it was talked about at length at conferences, and in other panel sessions with management. It was typically normalized by management, considered part of working for a fast-paced, growing company. - There was a "culty" vibe to the place. Some may like that, some may not. I got the impression that the culture had been carefully engineered, and that employees are emotionally manipulated to avoid criticizing the company in certain ways. All the negative feedback is twisted and turned around - Shopify likes to call this "reframing". It's a shame because I think the code of conduct / company values are excellent on paper, and try to promote transparency and the sharing of dissenting ideas. It did not translate to the team I was on.