Shopify really doesn't care what you did before you joined Shopify, if you started in the Support Org. You are the bottom barrel and every job promotion will come with that in mind (i.e. an external hire WILL 100% be compensated more than you even if you're the one training them as they've never done this type of job before and you're both based in the same city and working remote). Saw it happen a number of times to friends in my years at the company in roles outside of the support org.
As the platform rolled out more features and bells and whistles, it became impossible to keep up with the metrics:
- maintain a <2 minute PERSONALIZED & HUMAN response with each (of the 3 simultaneous) merchants in chat, whilst investigating whatever the complex issue may be so you can investigate in the right internal/external facing documentation or barring that, reach out to the appropriate support teams behind the scenes, ask for help not to mention just try to support other teammates you know are drowning for the same reasons
- complete all followup wrap up notes internally & submit an appropriate followup email & (ideally) escalation if needed within another 90-120 seconds of ending each chat.
- now if you already are on a watch list by a mediocre lead for not being fast enough at this... you'll have a lead shadowing you (watching your screen) and possibly DM'ing you throughout your interactions or on a voice chat, which just levels up the stress.... keep in mind, half the leads don't understand the product anymore and they aren't actually qualified managers.
gong show.
there are so many org changes that by the time the dust may be settling and everyone has worked through the 5 dysfunctions of a team... oops, they did it again! and it was perpetually unsettling (moreso on the developer and
