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.