Shopify's quiet layoffs continue among customer support workers

Core Insights - Shopify has recently laid off employees in its Support division, with estimates suggesting at least a dozen job losses [1][2][5] - The layoffs are part of ongoing changes within the Support division, which has faced challenges in customer service quality and management turnover [3][4][7] Group 1: Layoff Details - The layoffs occurred during or immediately after a brief meeting with HR, complicating the ability of affected employees to determine the total number of job losses [2] - Shopify has conducted multiple rounds of layoffs since 2022, including a significant reduction of 10% of its workforce in July 2022 and an additional 20% in May 2023 [5] Group 2: Support Division Changes - The Support division has been undergoing a project called "Code Yellow" aimed at improving customer service levels, which had reportedly deteriorated [3] - The company has started using generative AI to enhance efficiency and improve the merchant experience, indicating a shift in operational strategy [3] - Shopify has also been hiring third-party vendors for customer support, which has led to concerns about the overall quality of service [4] Group 3: Management Turnover - The Support division has experienced significant turnover in its management, with notable departures in 2024 [4]