The goal, executives said during a recent town hall, is to make it easier for merchants to get answers to simpler questions without having to involve Shopify employees unless necessary. This may mean that support advisors' overall work volume decreases, but that the time they spend on each case increases.
The tone of the updates spooked employees. One Support employee told Insider that after viewing the town hall, they felt their firing would be inevitable. During a question-and-answer session at the end of the town hall, an employee asked how support advisors could be reassured that their jobs are safe. Shopify's first round of layoffs last July hit its Support division hard, and the company conducted a second round of layoffs in May.
"My encouragement here is always to lean in on how else each and every one of us can add value," he said. Got a tip? Contact this reporter at mstone@insider.com, mlstone@protonmail.com, or on the secure messaging app Signal at 889-2143 using a non-work phone. Subscribe to push notifications
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