I applied online. The process took 4 weeks. I interviewed at Shopify (Galway)
Interview
We look at job descriptions to get information about the role. Our satisfaction / dissatisfaction with the process is related to how well the description aligned with our first-hand experience.
The Shopify job description for the Customer Success Guru role is inviting (they encourage everybody to apply). Their application process before the test is unique (Build a store and Life Story interview). But it’s only after you take the Gauntlet test, do you get a real flavour of the role. The rounds leading to this stage are merely steps to help the recruitment team learn more about you.
The Gauntlet is a 45-minute test. They say it is your chance to really see what the Guru role is all about. The test consists of:
- 2 chats (happening simultaneously) - around 10 minutes
- 2 phone calls - 7 minutes per call
- 1 email - 15 minutes
(Constructive feedback is provided at the end of the chats.)
The words / phrases in the job description that made me want to apply for this role were customer success, guru, teach people about the platform, care about the details. Through this test, I realised that you need to be super quick at:
- typing
- picking out the keywords to google
- reading / gleaning the information
- understanding the content and then summarising it for the customer
- engaging in more than one chat simultaneously (with full attention)
The test left me dizzy. I was also disheartened that I could not help the customer in an optimal way. And, this in turn, left me with questions such as ‘what does customer success mean’ and wondering if I’d like to be called a ‘Guru’ for my speed in searching / googling and answering customer queries.
I don’t know what to make of the entire application procedure. I enjoyed building the store (the Shopify platform is well-designed and simple). But also questioned myself whether the creativity I was showing would have any place in the tasks I could be performing for the role. I liked the casual approach of the Life Story interview, but wish they had allocated some time therein for me to ask and have a conversation about the role, not email my questions.
I think you get to experience and understand the role a bit too late in the application process.
(My Gauntlet test interviewer mentioned that the recruiter would be reaching out to me with the next steps. I got a rejection, instead. Maybe this was the 'next step' for me.)
Interview questions [1]
Question 1
Phone call
Customer: Just checked my credit card statement. Shows a 29 dollars charge from Shopify. Why have I been charged this amount?
I applied through an employee referral. The process took 2 months. I interviewed at Shopify (Ottawa, ON) in May 2016
Interview
1) Create a shop with products, add apps, 3 blog posts, an about me section, etc. - very time-consuming
2) Skype interview with HR - friendly conversation about me, why I want to work for shopify. Really easy.
3) Gauntlet - 3 hour long test with a Shopify employee who administrates the experience and acts as the customer. I answered three email questions, answered to two phone calls (over skype) and one chat. There were 30 minute time frames.
I prepared for this portion by familiarizing myself with the entire Shopify and Shopify help sites, and looking through queries made online and finding answers then writing them out over a weeks time. Questions were tough, and I had trouble finding answers at some points, but I always ended up finding them. I knew in the moment it would have been easier with some further training.
There were trick questions in there (i.e. a situation where a customer asked for something to be done, but it wasn't possible). Use links, and as they will tell you "be resourceful". Be confident in your answers and take the administrators feedback and use it for your next answers if you can.
Unfortunately, didn't receive an offer although I felt confident about my performance in the Gauntlet. I did not feedback on my performance, or any reasoning to why I was not selected. I was simply told "that they'd be going with another candidate".
The entire process took nearly two months between waiting to hear back, and booking my call and gauntlet.
This seems like a company made up with great people, but the interview process is a time commitment with no end promises. That shouldn't be the case.
Interview questions [1]
Question 1
Why do you want to be a guru? What does customer service mean to you?
Thanks for this feedback! A 2 month interview process is definitely not normal for us. It does take 2 to 3 weeks to complete all the steps. Our team has daily interview availability and Gauntlet spots. We do our best to offer a range of times throughout the week in order to accommodate everyones schedule.
Building a store is going to take some time. We know you aren't familiar with the platform - but that is the point. To challenge you. It is the same idea with the Gauntlet. It is a challenge. Even after 12 weeks of training, there is no way to know everything. Our team is resourceful and reaches out to their teams for help when they need it. The Gauntlet pushes your resourcefulness to the max to see what information you can find.
Feedback is 100% something we offer! If you aren't happy with the answer the Talent Acquisition team gave you, email your recruiter and ask them for feedback. If you still aren't happy, ask to connect with their lead. ;)
I hope this information helps
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