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☆ Shopify plans a reorg of its Support division as the ratio of managers to 'crafters' falls below target
▼ + stars: | 2024-04-29 | by ( Madeline Stone | ) www.businessinsider.com time to read: +4 min

Read previewShopify is planning a reorganization of its Support division, and employees worry cuts are on the way. He said that Support teams working with Shopify's largest enterprise merchants would not be affected. OpenAI recently hired Glen Worthington, Shopify's former vice president of global support, to lead its own customer service operations. Jen Bebb, previously Shopify's director of global merchant and product support, left the company in March when Worthington left. Clovis Cuqui, who previously led support as Shopify's VP of merchant acceleration, announced his departure in October.

Persons: —, David Kohl, We've, Kohl, we're, crafters, Shopify, OpenAI, Glen Worthington, Shopify's, Jen Bebb, Worthington, Clovis Cuqui Organizations: Service, Business, WordPress Locations: Philippines, Canada, mstone@businessinsider.com

☆ OpenAI poaches Shopify's former head of support as the e-commerce giant's support org faces a shake-up
▼ + stars: | 2024-04-09 | by ( Madeline Stone | ) www.businessinsider.com time to read: +3 min

He's the latest among a string of leaders in Shopify's support organization to leave. Shopify's work with AI has incorporated large language models, including those developed by OpenAI. Shopify's Support organization has undergone some leadership changes in recent months. Jen Bebb, previously Shopify's director of global merchant and product support, left the company in March when Worthington left. Miqdad Jaffer, who led companywide AI initiatives as a director of product at Shopify, joined OpenAI's product staff in March.

Persons: OpenAI, Glen Worthington, Worthington, Shopify, Toby Shannan, generalists, Jen Bebb, Clovis Cuqui, Worthington isn't, Miqdad Jaffer Organizations: Business, OpenAI, Operations, Engineering, LinkedIn, WordPress Locations: Shopify, OpenAI, mstone@businessinsider.com

☆ 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 plans to introduce a new level of customer support for its largest enterprise merchants, as it works to attract bigger companies, leaked video reveals
▼ + stars: | 2023-08-28 | by ( Madeline Stone | ) www.businessinsider.com time to read: +4 min

Shopify is working on a customer support offering for enterprise merchants. In June, Shopify announced that its one-click checkout Shop Pay would be made available to non-Shopify enterprise merchants through Commerce Components. The 2023 version of the report evaluated Shopify Plus and ranked the platform at the top of its peers in terms of execution. Merchant success managers are Shopify employees who consult with Plus merchants about launching and running their online stores. They're often touted as a benefit that can help merchants "get the most value out of Shopify Plus."

Persons: Shopify, Staff Glen Worthington, Ken Wong, Oppenheimer, Wong, Harley Finkelstein, Kaz Nejatian Organizations: Staff, Mattel, Merchant, Shopify Locations: Canadian, Commerce

☆ Leaked audio details Shopify's plans for AI-first customer support as workers fear they'll be replaced by AI
▼ + stars: | 2023-07-27 | by ( Madeline Stone | ) www.businessinsider.com time to read: +5 min

Shopify executives laid out their plans for an AI-first Support org during a recent town hall. The updates shared during the town hall provoked concerns among some support staff that they could be replaced by AI. The Support org is responsible for troubleshooting issues for Shopify's millions of merchants. The Support org is also using AI for translations, through a tool that staff began testing in June. Worthington struck an optimistic tone about AI's impact on both the Support org and the business world as a whole.

Persons: we're, Clovis, wasn't, Glen Worthington, Worthington, Harley Finkelstein Organizations: Twitter Locations: Shopify

☆ 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.

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