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☆ Shopify is getting a new head of customer support amid an AI-centric shift for the division
▼ + stars: | 2023-10-06 | by ( Madeline Stone | ) www.businessinsider.com time to read: +3 min

Shopify's head of customer support, Clovis Cuqui, is departing after more than eight years at the e-commerce company. Cuqui's departure comes amid a period of change for the division , which troubleshoots issues for the millions of merchants using the e-commerce platform. "I look forward to continuing this work in lock step with our incredible crew of 1000s of Support Advisors and team members." The division is also working on a new, enterprise level of support as more large merchants have joined Shopify. Shopify also has been hiring outsourced customer-support representatives through the company TaskUs, many of which are in the Philippines, Insider previously reported.

Persons: Clovis, Glen Worthington, Kaz Nejatian, Worthington, Cuqui, Shopify, Bobby Morrison Organizations: LinkedIn, Support Advisors, Bobby Morrison . Company Locations: Philippines, mstone@insider.com

☆ Shopify's midlife crisis: How a surprise pivot away from logistics capped the e-commerce giant's whirlwind year
▼ + stars: | 2023-06-29 | by ( Madeline Stone | Emma Cosgrove | ) www.businessinsider.com time to read: +12 min

But Shopify's logistics acquisitions, which came with around 550 more staff altogether, started to look like dead weight after the shine of the initial announcements wore off. By the beginning of 2023, the attitude toward logistics inside Shopify had shifted to palpable frustration, four people who worked for Shopify's logistics division said. Lance McMillan/Toronto Star via Getty ImagesIndependent of logistics, Shopify saw massive cultural shifts in the past several years. One core tenet of Shopify's work culture is "default to open," meaning it values transparency and sharing information with employees. The letter referred to Shopify's logistics work of the past four years as a "side quest" that distracted the company from its "main quest."

Persons: Shopify, it's, Oppenheimer, Ken Wong, Lance McMillan, crafters, Tobias Lütke, Slack, —, Lütke, Shopify's, I've, Toby Shannan, Morgan Stanley, Jeff Hoffmeister, Bobby Morrison, Allan Leinwand, Kaz Nejatian, Nejatian, Madeline Stone, Emma Cosgrove Organizations: Employees, Amazon, Systems, Kiva Systems, Toronto Star, Getty, miscalculating, Facebook, ecosgrove Locations: Shopify, Ottawa , Ontario, —, Silicon

☆ Leaked documents show Shopify's customer service has 'deteriorated' as the company issues a 'Code Yellow' for its support team
▼ + stars: | 2023-03-10 | by ( Madeline Stone | ) www.businessinsider.com time to read: +5 min

Shopify declared a "Code Yellow" calling for improvements to the way its Support teams work. Shopify executives have declared a "Code Yellow" for its Support organization, saying it needs to improve customer service levels "that have deteriorated beyond acceptable ranges." Clovis Cuqui, vice president for merchant acceleration at Shopify, posted an explanation of the Code Yellow on Shopify's Workplace web page on March 1. Code Yellow is a preemptive intervention to make sure we don't ever need a Code Red." Shopify's Support teams have long been a source of pride for the Canadian e-commerce company.

☆ Shopify had a bumpy 2022, with a stock split, layoffs, and more. These are the biggest stories about the e-commerce company.
▼ + stars: | 2022-12-29 | by ( Madeline Stone | ) www.businessinsider.com time to read: +10 min

After seeing explosive sales and revenue growth during the earlier days of the Covid-19 pandemic, the Canadian e-commerce company saw its business come back down to earth this year. Shopify employees are granted restricted stock units, or RSUs, in addition to their base salaries. MayOn May 2, Shopify announced plans to acquire e-commerce fulfillment startup Deliverr for more than $2 billion. The acquisition was intended to help Shopify merchants offer one and two-day shipping to their customers. On December 15, Shopify announced that it was doubling down on its sustainability efforts by investing $11 million in carbon removal projects.

☆ Shopify's new C-suite: After a year of high turnover, the new leaders at Shopify include a CFO poached from Morgan Stanley and a new HR lead who is working to overhaul the e-commerce company's perform
▼ + stars: | 2022-10-31 | by ( Madeline Stone | ) www.businessinsider.com time to read: +11 min

Here are the people leading the e-commerce company through its next phase. Leinwand was previously senior vice president of engineering at Slack, and before that he was CTO at ServiceNow. Tia Silas, chief human resources officerTia Silas, Shopify's chief talent officer. John Asante, chief information-security officerJohn Asante, Shopify's chief information-security officer. Bobby Morrison, chief revenue officerMorrison joined Shopify as chief revenue officer — a new role for Shopify, reporting to the COO — in August.

☆ Shopify's new guard: Meet the 11 people leading the company after rampant turnover wiped out most of its C-suite
▼ + stars: | 2022-09-28 | by ( Madeline Stone | ) www.businessinsider.com time to read: +11 min

Here are the people leading the e-commerce company through its next phase. Leinwand was previously senior vice president of engineering at Slack, and before that he was CTO at ServiceNow. Tia Silas, chief talent officerTia Silas, Shopify's chief talent officer. John Asante, chief information-security officerJohn Asante, Shopify's chief information-security officer. Bobby Morrison, chief revenue officerMorrison joined Shopify as chief revenue officer — a new role for Shopify, reporting to the COO — in August.

☆ Shopify's C-suite revamp could signal more acquisitions and a focus on services over software, analysts say
▼ + stars: | 2022-09-22 | by ( Madeline Stone | ) www.businessinsider.com time to read: +7 min

Most of Shopify's C-suite has been replaced in the past two years. "There was some hope that they would reprioritize software, whether it's marketing-automation software or customer-engagement software," he added. The former chief technology officer Jean-Michel Lemieux, chief legal officer Joe Frasca, and chief talent officer Brittany Forsyth all departed in 2021. The chief product officer Craig Miller left the company a few months before that, in fall 2020. Shopify has yet to formally fill the chief product officer role, whose responsibilities Lütke said he would take on in the wake of Miller's departure.

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