Shopify Customer Success Guru Reviews | Glassdoor

Shopify Customer Success Guru Reviews

Updated Nov 25, 2019

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3.3
50%
Recommend to a Friend
93%
Approve of CEO
Shopify CEO Tobias Lütke
Tobias Lütke
44 Ratings
  1. "Guru"

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

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

    Pros

    Work from home, and the benefits

    Cons

    Advancement in company is slow and or hard

    Advice to Management

    Management is good, could limit down culture change

    Shopify2019-04-17
  2. Helpful (3)

    "The culture is great, the job not so much"

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

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

    Pros

    Most of the people in Guruland are amazing. Perks are okay and working from home is amazing.

    Cons

    The job is ultimately a customer service one in which you have to support everything - Paypal, Google Analytics, Amazon...literally all the integrations available, not just the actual platform. Worse though is the difficulty in switching roles - if you're hired as a guru and want to move to a support position, you can pretty much forget it unless you're up for some serious remote networking. Despite claims to the... contrary, this company is not a meritocracy.

    Show More

    Advice to Management

    Make it easier for staff experienced in the platform to switch roles - no one wants to do customer service forever.

    Shopify2019-07-16
  3. "Very Micromanaged"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Success Guru - Remote in Remote, OR

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

    Pros

    -Benefits are amazing -Salary is decent -Work from home

    Cons

    -Lacks diversity -Leads are not very understanding of peoples unique situations -very micromanaged

    Shopify2019-06-12
  4. Helpful (9)

    "Expectations do not meet salary"

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

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

    Pros

    working for shopify lol great perks 5k spending account laptops and monitor

    Cons

    workload, doing 3 chats at once for 4 hours in a day with 30 min lunch and then the rest of the day back to back phones

    Advice to Management

    business coaching should be a separate job in itself, you're having people with no experience in marketing and business coaching, giving advice to business owners...its really no wonder so many gurus are on stress leave

    Shopify2019-03-26
  5. Helpful (4)

    "Amazing company to work for"

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

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

    Pros

    The company goes above and beyond for the staff.

    Cons

    You need to be able to swing high quality customer service for 3 clients at once.

    Shopify2017-10-25
  6. "Great place to work"

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

    I have been working at Shopify full-time for more than 3 years

    Pros

    Friendly colleagues, if you're lucky great leadership, open environment

    Cons

    Lonliness of working alone/from home

    Shopify2019-11-25
  7. Helpful (2)

    "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.

    Show More
    Shopify2019-11-07
  8. "Good place to start"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Success Guru 

    I worked at Shopify full-time

    Pros

    great benefits, good work culture, learn a lot about running a business,

    Cons

    Have to deal with rude customers, always being watched, gets too busy, feel like a robot sometimes

    Shopify2019-11-25
  9. Helpful (2)

    "Fair Company, great perks and awesome team members"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    Former Employee - Customer Success Guru - Remote 
    Recommends

    I worked at Shopify full-time

    Pros

    - Great benefits, from dental/ medical - Offer personal development time and encourage you to learn more and improve your professional and personal skills - Awesome interactions with various team members from all over the world - Great opportunities to network within the company - Can create your own websites and play around. You'll know the inside tips and tricks and can have a higher chance of making things... work online than a first time website creator - You'll get Shopify shares when joining which will be fully transferred to you over a period of 3+ years. This is great as Shopify is doing very well on stock markets - You will be given $5k/ year to either use for lifestyle expenses, RRSP, charity & 1 more. - You get paid OT if you sign up for it - You get a certain amount of days off a year, in addition to personal days

    Show More

    Cons

    - You will be dealing with customers who are reaching out only when something is wrong. Nobody really contacts customer care to show their appreciation. Dealing with negativity on a near daily basis can be very depressing - Dealing with angry customers on phone calls, especially for new gurus. Some people just want something for free - and this can be very wearing mentally - Many days you will work past your work... hours catching up with mails, you don't get paid OT for this - Your schedule always changes, in terms of days of the week. There are rotations, your hours are fixed, but you could be working Saturday/ Sundays for a while, then perhaps Tuesdays/ Thursdays would be off etc. - If you're stuck with a team lead who you don't gel with, or team members that may rub you up the wrong way, you're in for it

    Show More

    Advice to Management

    When an employee tells you about a problem, find a way to work around it. If it is to do with chats, scale down the chat schedules and slowly ramp it back up when comfort levels are up. Same with calls - there are many gurus who prefer calls and many prefer chats - give them what they ask. Happy gurus make for happier customers. It just makes more sense.

    Shopify2019-11-21
  10. Helpful (4)

    "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
Found 65 reviews