Merchant Success Guru - Customer Success Guru Shopify Employee Review

Unfair compensation related to the job you are expected to perform - more and more responsibilities are being dumped on Support to lighten the load for other teams at higher pay levels but no increase in compensation Inconsistency amongst support leadership, talk to any squad lead about expectations and you’ll hear something different from each one. Gurus are not evaluated evenly across the organization, it just depends who your lead is Constant nitpicking on every interaction - even if your merchant leaves you a glowing review, your lead will find something wrong with your work. Strict QA scores and unrealistic expectations means even if you think you’re doing a good job, you probably aren’t in your lead’s eyes Regimented schedules with even your bathroom breaks being monitored, with queues as busy as they are you need enough time to take care of yourself throughout the day and this is almost impossible Also impossible to move up in the company unless you have an in with the right people - hard work and dedication aren’t enough No cost of living raises - you can go a couple of years without seeing a raise. You’ll be told that compared to “industry standards” you’re still compensated well No stat holidays off or shut down at Christmas like the rest of the company gets, expect to work almost all holidays regardless of your tenure. Rest of the company also gets flexible vacation but Support is very limited to what will be approved by the scheduling team and is capped at 3 weeks No real recognition for tenure in support, no bonuses or incentive to stay on the Guru team long term.