Shopify Employee Reviews about "gurus"

Updated Mar 2, 2020

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4.2
78%
Recommend to a Friend
91%
Approve of CEO
Shopify CEO Tobias Lütke
Tobias Lütke
494 Ratings
Pros
  • "You work from home which is best decision I ever made as well as helping the planet(in 62 reviews)

  • "Multi Culture Company, Great Benefits, Support Employees, Remote work(in 42 reviews)

Cons
  • "The experiences that gurus have seems to be very different from that of RnD/ other disciplines(in 28 reviews)

  • "3 chats is too much sometimes & has negative effects for both employees & merchants(in 18 reviews)

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Reviews about "gurus"

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  1. "Fantastic company to work for"

    5.0
    Current Employee - Data Scientist in Ottawa, ON
    Recommends
    Positive Outlook
    Approves of CEO

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

    Pros

    - Great growth opportunities, and opportunities to mentor and be mentored - Lots of freedom, people treat each other like adults - Fantastic culture, open and transparent, anyone can question decisions - I get to work with smart, nice people every day on interesting problems - The company really cares about getting better

    Cons

    - The experiences that gurus have seems to be very different from that of RnD/ other disciplines. - Things change quickly, you have to get used to that

  2. Helpful (4)

    "Fair Company, great perks and awesome team members"

    3.0
    • 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

    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

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  3. Helpful (11)

    "Recent Guru"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Success Guru - Remote in Ottawa, ON
    Doesn't Recommend
    Negative Outlook
    No Opinion of CEO

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

    Pros

    Being able to work from home

    Cons

    Unbelievable expectations from gurus. It is always expanding and covers all aspects of the front facing business. Includes trouble shooting, coaching and SALES WHICH THEY TRY TO DISGUISE. The pay is in no way aligned with the work required. You are contantly micromanaged by less than competent managers and get hammered for stepping away from your computer for a minute. 30-minute lunch break! What??? Unless I'm ordering takeout every day, it doesn't work. They expect you to have fast internet, but don't pay for it?? Expect you to be reachable by the slack app on your cell phone but don't cover your plan or phone???? Supremely unprofessional and use all the colorful language you can think of, which is endorsed by corporate because I guess they're hip? Everybody you meet talks about how they moved up from being a guru into whatever role they are in now. YA OK, when there were 100 employees that's bound to happen, not when there's 10000. This also results in incompetence all across.

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  4. Helpful (19)

    "Not a happy place for Gurus"

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Guru in Toronto, ON
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

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

    Pros

    Shopify hires great people. They are an established business and the tools that they have you use are really helpful. Shopify seems like a great place to work if you're not a guru.

    Cons

    - Burnout - Lack of professional development - Everyone wants out of the guru role so there are thousands of people applying for one role, so very few chances for advancement - Misaligned goals across the company - No consistency amongst squad leads and their expectations - QA and SLs are not aligned - Did not feel supported across teams - Gurus are siloed and completely removed from the company. They are never allowed to attend company meetings (have to watch them recorded on their own time), which leaves us feeling unheard and not even part of the company - Leadership is very disconnected from the role and have no idea how hard it is now - Lots of talk about fixing things but nothing is done - 3 chats about 3 completely different problems and also business coaching = stressful - when concerns are voiced, leadership turns it around on the gurus and makes them feel guilty for the state of support (ex. we were told the queues are high because so many people were taking sick time. Maybe we should address why half of the gurus are on short term disability because of the stress of the Guru job, rather than telling Gurus to just not be stressed?) - not a fair compenstation for the work that gurus do and the stress they are under - Business Coaching expectations on all interactions without ANY!!!!!!!!!!!!!!!!!! marketing or sales training - Gurus are expected to hit a monthly sales goal that actually works out to be the guru annual salary - All the little perks that made the job bearable are slowly being removed (PD time, training time, team time, jump offs) - Remote employees vs. internal staff are treated completely differently - Internal staff have many more perks - While gurus are handling 2hour wait times on the phone, the internal staff are spending the day doing a pasta making course, which I don't really understand how that helps the company

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  5. Helpful (31)

    "You know how people say this "isn't for everyone"? I'm part of that "everyone"."

    1.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Success Guru - Remote 
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

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

    Pros

    - Amazing benefits! - Fantastic 6-week comprehensive training process. - Everybody I met was very kind and always willing to help.

    Cons

    Intensity of the Role - While I loved the training, the people, and felt I was truly set up for success, when it came time to actually performing the role, I immediately struggled to the point of not eating, not sleeping, constant nausea, and intense anxiety. I believe this was largely due to constantly having to be "on" - when you're on phones and/or chats, your every pee break is timed by the second. Every conversation is recorded and Shopify has very specific messaging that can be extremely difficult to keep up with (especially since new features are always being added/subtracted). There wasn't a day where I was able to actually leave when my shift ended - I would always spend at least an hour trying to keep up with phone calls, chats, and email. High Turnover - Although I was only in the role for about a month before the cons outweighed the pros for me, I experienced a ton of inconsistent management and several people in my initial training group has resigned due to stress and anxiety-related concerns. Additionally, I heard way too many stories of people who were afraid they were going to get fired any second for taking too long of a break here, not keeping up with 3 simultaneous chats well enough, etc. In my short time there, I heard from tons of people about the high turnover rate and was really alarmed by how many people from my training group ended up leaving within the first month. False Promises - Throughout training, you're encouraged to think about the roles you want to move into after your time as a guru. You go to Zoom meeting after Zoom meeting where someone who got promoted from the guru role after 2 weeks is telling you all about their department. Then, once you get into the role, you quickly learn that rapid movement is something that's dying out - and it's now pretty much impossible to get out of the guru role even after 2+ years. I worked in sales and customer service for many years, but Shopify exudes a kind of pressure and exhaustion I have never before experienced. In a few short weeks, I lost control of my mental health - even as someone who's very active, healthy, and makes a concerted effort to prioritize my mental wellbeing. My main point here - Shopify Gurus get amazing benefits, but at a steep cost. I would absolutely NOT recommend this role for anyone who deals with anxiety.

  6. Helpful (35)

    "Guruland is drowning. This will harm your mental health."

    3.0
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Compensation and Benefits
    • Senior Management
    Former Employee - Customer Support Guru in Ottawa, ON
    Doesn't Recommend
    Neutral Outlook
    No Opinion of CEO

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

    Pros

    Benefits package is very good, however it doesn't include vision for some reason.

    Cons

    The position of guru is touted as being the perfect stepping stone into the company. I can tell you, flat out, that is a lie. If you don't know someone (have an 'in' with someone from that department) you will not be hired into a new role. Guruing is hard work. The platform changes everyday and you are expected to change with it. New features are expected to be learned (without adequate time to train and practice). Some features are removed with little notice and we are expected to explain why to upset merchants (with ~positive positioning~ and offering them a chance to pay more money for a different plan than what they currently have). Shopify seems to pride itself on being a cool, hip place to work. However, guruland is drowning. There's not enough being done to show care for gurus mental health. We're told that 'breaking' is completely normal and expected. Isn't it sad that a company is telling their employees, the front line faces of their company, that yes, you will have mental breakdowns while working here? Gurus aren't afforded the same leave benefits as the rest of the company. Most of the weekends up to the end of the year are already booked. Vacation is very, very structured and if you don't book it right away you will not get it. I know I'm complaining, but it's all I can do to help future gurus who apply for this position. Please know what you're getting into when you apply. It's a stressful, relentless, mentally exhausting job. You will experience burnout and it will harm your mental health.

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  7. Helpful (11)

    "Great mission- guruland needs work"

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

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

    Pros

    - Easy mission to get behind: make commerce better for everyone - Visionary CEO - Working from home can be awesome - Great peeks + benefits - The guru role will give you a strong knowledge base not only of the Shopify platform, but also allows you to learn how to be an expert in commerce in general. If you are into business/entrepreneurship, this is a great way to learn and get paid at the same time. - People you work with are really genuinely nice. Your squad becomes your family. - Very progressive company in many ways when it comes to inclusion, diversity, mental health, and self care

    Cons

    Shopify is a great company to work for. If you are able to embrace the role of guru until mastery and then move on to something better, I think it’s a great stepping stone into other areas of the company. The cons below reflect my views of guruland. - Some gurus are straight up smarter + show more potential than their squad leads. From a high performer perspective, it’s tough to be coached by someone you know you can do the job better than. Unfortunately, if you want to advance and/or keep your position, you will need to get this person on your side and let them believe they are helping you so that they feel like they’re good at their job. - Reward for high performance is minimal. Even if you exceed your KPIs by 2x or 3x the expectation, the alleged “maximum” increase after a performance review is not much. If someone is putting up metrics that are equivalent to the work of 2 or 3 people, should they be getting paid only slightly more than the weakest link? - 30 min lunch is too short in my opinion. The issue is that scaling an extra 15 or 30 mins across hundreds of employees equates to a serious loss of productivity. I still think it would be worth it for employee morale, but there’s no data to show that. - Middle management and upper-middle management have some blind spots when it comes to the front line. Sometimes it feels like they are too removed. I’d love to see them hop back into the job 1 full day per quarter to regain perspective. - I don’t think the comp increase to go to a squad lead matches the responsibility increase. - advancement into another role is a grind. You can go through multiple rounds of interviews to find out that they are no longer hiring for that role. - internal talent movement can be better leveraged. The talent available in guruland is very high, but I feel like many high performers are not being used to their full potential. - the kool aid is good at first, but after a while it’s just kool aid, and you can spot it very easily - sometimes you will interact with incompetent and or disrespectful people.

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  8. Helpful (25)

    "This place is straight up the worst."

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

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

    Pros

    Gurus are great people, you share and go through a lot of frustration and BS together so it really bonds you with your squad, especially if you have a bad unexperienced lead which is the norm.

    Cons

    Terrible. This place is terrible. Middle management and supervisors are absolutely clueless with how to properly run the support team that Shopify needs. Our concerns are dismissed always and we're made to feel like we don't know anything by people that have never done our job. The only people who stick up for gurus in the rest of support are people who were recently gurus since they know what it's like. Suggest something reasonable like adding a character/ message limit for merchants starting chats so we don't get pages of text before even connecting with the merchant during our HOUR long wait times? Nope, no way, god forbid we implement something that makes the guru job even a sliver easier when we are actively voicing where we are struggling. Stop trying to compare Shopify to other companies that are nothing like us. We support the ENTIRE internet. This isn't Rogers, or Telus where you actually have departments that know about a specific aspect of the company to help someone, so you have no business trying to tell us that we're following the norm. Pretty sure Rogers went down to 2 chats at a time also after their employees voiced concerns but noooo, not Shopify, it's basically a crime to make any kind of change that positively impacts employees and helps them with an increasingly stressful job. We're the place mat for merchants to walk all over us and if you voice that you're struggling, you're essentially told off since there's 100s of people wanting to work here (obviously oblivious to how it actually is working here). Please PLEASE read all the Glassdoor reviews before considering working here, especially for gurus. And anyone working here under a year is still probably under the impression that Shopify cares about them and they have a chance to advance. That notion will fade soon once you start seeing the patterns of how decisions are made and the lies you are fed to make you think you are working towards a larger goal. You are fed the idea that Shopify's success is your success. It is not. Shopify will use and abuse gurus to grow and once you are burnt out they are done with you. Upper management has completely lost touch with what it means to care about their employees. Last time I checked, it's normal for large companies that say they are 'progressive' to actually invest time, resources and money into their employees to try and keep them here. We've had dozens of great people quit for much better jobs in the past few months and still no one in management seems to think employee retention is necessary.

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  9. Helpful (2)

    "Good Opportunity for Some"

    3.0
    Current Employee - Anonymous Employee 

    I have been working at Shopify full-time

    Pros

    * Remote work suits some * Considerable off-phone time * Reasonable training and resources

    Cons

    * Poor communication between gurus and escalated, management, and admin teams * Unrelenting, changing workload and expectations * Mediocre salary package

  10. Helpful (15)

    "Merchant Success Guru"

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

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

    Pros

    Built great relationships with a lot of people on the Support team and outside of support Good health coverage and lifestyle benefits

    Cons

    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.

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Found 28 reviews