At Shopify, we help entrepreneurs make their dreams become a reality. We help businesses get off the ground and grow into successful companies by creating great technology and making it accessible to people that previously wouldn't be able to afford it.
We are a team of highly dedicated individuals who share two things: a passion for problem-solving and a commitment to excellence.
Gurus are Shopify's front-line support; they're the only point of contact for our merchants on a day-to-day basis. They support shop owners around the clock via emails, phones, and chats.
We don't believe in scripts at Shopify - be yourself and work with the merchant to find solutions and help them grow their business.
Being resourceful is a huge part of being a successful Guru. We give you all the tools you need to own each interaction you have with our customers. This also includes a MacBook Air, desktop monitor, keyboard, mouse and swanky headset.
Gurus are placed in Squads.
Squads are teams of 10 people that work the same shifts. This way, you really get to know the people you are working with. Some may live in the same city as you and others could be miles away.
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What are the most challenging parts of the role?
What are the most rewarding parts of being a Guru?
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What does a day in the life of a Guru look like?
We reached out to a Guru on our team named Dan and this what their day looked like...
1 Hour = Training Time (completing training courses, catching up on your personal queue, peer to peer coaching, team meetings, etc.)
2 Hours = Live Chats with Merchants
30 Minutes = Lunch or Break
3.5 Hours = Live Phone Calls with Merchants
1 Hour = Personal Queue (diving into any follow-up emails, research, escalations, etc.)
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What are some of the key performance indicators for Gurus?
1. QUALITY SCORE - We're all about emphasizing on the quality of the conversations we have with merchants, which is why we created the Quality Score to tune into 15 areas:
2. ASK SCORE - We don't believe in pushing products onto our merchants that we don't need, which is why we created the ASK score which is essentially sales reverse-engineered.
You'll be prompted to "ask" the merchant whether or not they've explored options such as a higher plan with more features, annual billing, Shopify Plus, etc.
In the example of a higher plan, often times merchants who are doing a high volume of order will have revenue that exceeds the need to stay on a cheaper plan due to the higher transaction fees. ie. $29 plan at 2.9% vs. $79 plan at 2.7% (the 0.2% for high revenue stores could be costing them more than the extra $50 to upgrade their plan per month)
3. SMILEY SCORE - Customer satisfaction is important to us and we wanted to make sure that we had a simple way for our Gurus to understand how they're doing. A simple happy, neutral or sad face will indicate how the interaction went with the option for merchants to leave feedback as well. Your score is based on the percentage of positive interactions with merchants in the last 100 interactions.