Guru 101 - About The Role


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? 

  • Sometimes you're exposed to some really tough calls as you're dealing with merchant's businesses, which is their well-being. 
  • Constantly being challenged to operate efficiently, independently, and really take ownership of minor or major issues related to a Shopify store. 
  • Being in tech, things move fast and sometimes it's important that you stay on top of all the updates and innovations happening every single day. 


What are the most rewarding parts of being a Guru?

  • Helping merchants achieve their dreams and turn their passions into a living. 
  • The opportunity to chat with a diverse set of merchants from all around the world.
  • Exposure to thousands of industries in the world of business and the opportunity to learn what it takes to run a successful business. 


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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 (3 times per week) = Training Time or Professional Development time (completing training courses, catching up on your personal queue, peer to peer coaching, team meetings, etc.)
2 - 3 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.) 

When you get hired you will always work the same shift. For example, if you are hired to work 10-6 pm this shift will never change, what will change are the days of the week you work.

Gurus work on 6 or 8 week schedule rotations. What this looks like is 4-5 weeks in a row working Monday to Friday and then 2-3 weeks in a row doing a bit of coverage. 

Here is a sample 6-week schedule rotation:


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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: 

  • Reducing Effort
    • Active Listening
    • Context Gathering
    • Issue Diagnosis
    • Issue Resolution
    • Next Issue Avoidance
    • Advocacy
  • Engineering a Positive Experience
    • Situational Awareness
    • Confidence
    • Alternative Positioning
    • Empowering Merchants
  • Merchant Growth
    • Business Coaching
    • Feature Fit

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. 



 

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