ShopKeep Reviews

Updated Jan 24, 2021

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3.4
58%
Recommend to a Friend
84%
Approve of CEO
ShopKeep CEO Michael DeSimone (no image)
Michael DeSimone
76 Ratings
Pros
Cons
  • "Implement a longer, extensive training for either customer care advisors or account executives(in 16 reviews)

  • "Growing pains, Turnover, Some unhappy employees(in 9 reviews)

More Pros and Cons
Pros & Cons are excerpts from user reviews. They are not authored by Glassdoor.
  1. Helpful (11)

    "High turnover meatgrinder"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Anonymous Employee 
    Doesn't Recommend
    Negative Outlook
    No Opinion of CEO

    I have been working at ShopKeep full-time

    Pros

    Compensation was recently bumped up, bringing it from far below the median to slightly below. Unlimited PTO is a great benefit. It's the only reason many of us are still here. Several people in Customer Care have managed to move horizontally to other positions.

    Cons

    Don't be fooled by the attempt to place the veneer of a progressive startup culture or a dynamic, 21st century support team over this thing. ShopKeep Customer Care is little more than an old-fashioned call center. Volume is overwhelming, burnout is rampant. Training is rudimentary. Turnover is staggering. Workload is crushing. Morale is abysmal. Our strategy is based around average handle time, so we rush customers off the phone at all costs and absolutely minimize followup. This leads to a vicious cycle of neverending callbacks over unaddressed issues. There are draconian attendance policies. There are also policies for automatic warnings and termination if you accidentally give out the wrong info on the phone. There is creepy unannounced call monitoring. Our idea of workforce management is to appoint some advisors to roles where they do little more than harass other advisors to cut followup and take more calls. Zero trust in the team. We suck at staffing and our systems prevent us from getting even the basics done for customers, so they are always angry at us. Our daily tools are laughably outdated and inefficient. We use salesforce to do technical support, and we spend a lot of time copying from one part of it and pasting into another. Inflexible 1980s-style procedures create mountains of pointless busywork for everyone. This isn't just "growing pains." A rotten culture of hierarchical behind-covering and thoughtless rigidity has infected the DNA of the team. If you're a career call center drone with zero initiative looking to stagger on to the next endless slog, ShopKeep Customer Care has sadly become just the place for you. If you're conscientious, inquisitive and and into doing good work, avoid at all costs.

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  2. "Great Company"

    5.0
    Former Employee - Sales Development Representative (SDR) 
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at ShopKeep full-time

    Pros

    colleagues, perks, benefits, role, culture

    Cons

    nothing at the moment I can think of


  3. "Great place to work at!"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Diversity & Inclusion
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Anonymous Employee 
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    Everything is amazing! I really enjoy the perks here!

    Cons

    Not much as every issue is usually addressed.

  4. "Fantastic experience"

    5.0
    • Work/Life Balance
    • Culture & Values
    • Diversity & Inclusion
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Customer Care Associate in Belfast, Northern Ireland
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at ShopKeep full-time

    Pros

    My experience so far at ShopKeep has been fantastic. Clear communication between teams and excellent training. Good salary and benefits. Friendly and approachable colleagues and team leads. Generous annual leave.

    Cons

    None that I can think of.

  5. Helpful (1)

    "Good people, bad management"

    2.0
    • Work/Life Balance
    • Culture & Values
    • Diversity & Inclusion
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Current Employee - Sales Development Representative in New York, NY
    Doesn't Recommend
    Negative Outlook

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

    Pros

    Decent intro to sales for recent grads

    Cons

    Incompetent management. Bad product and they hire questionable salespeople. Incredibly high turnover rate and bad training overall. Very limited horizontal and vertical mobility

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  6. Helpful (2)

    "Lots to Improve"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Diversity & Inclusion
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Marketing 
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

    I worked at ShopKeep full-time

    Pros

    Very good work-life balance, generous PTO and some of the people you work with are really great.

    Cons

    Boys club exec team Horribly disorganized HR team that never takes the feedback they ask for No structured career growth path outside of Engineering No appreciate for employees outside of Engineering and Sales Management/Execs jump from idea to idea and constantly switch gears without any strategy backing it up

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  7. "Good Starting Job"

    4.0
    Former Employee - Sales Development Representative 

    I worked at ShopKeep full-time

    Pros

    Great People to work with

    Cons

    There weren't many cons of working here

  8. Helpful (1)

    "Good people and a good company"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Technical Team Lead in Belfast, Northern Ireland
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at ShopKeep full-time for more than 3 years

    Pros

    Good technical team-mates. Trips to NY and conferences. Management care about their employees. Good work life balance.

    Cons

    Too many meetings for rituals re: Agile - takes away from the development experience. However this is true in any company.

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  9. "Smart people, interesting work"

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Anonymous Former Employee 
    Approves of CEO

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

    Pros

    Great people, benefits and interesting work

    Cons

    Some great managers, some not so great managers.

  10. "Fun"

    4.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Marketing Specialist 
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    Good company, nice management, Fun people N Goof Money

    Cons

    No improvement for culture and misscomunication

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