Shopify has enacted layoffs within its customer support division, continuing a trend of staffing reductions that began in 2022. Although specifics about the number of layoffs remain unclear, impacted employees were quickly locked out from company systems. The company is attempting to rectify customer service deterioration through a project titled 'Code Yellow', which incorporates generative AI to enhance efficiency. Additionally, Shopify has been engaging third-party support services, causing concerns among current employees regarding service quality. The division is undergoing structural changes to optimize the ratio of management to support staff.
Shopify's Support division has faced challenges, leading to layoffs and the adoption of AI, while relying on third-party vendors to address customer service demands.
As part of its initiative 'Code Yellow', Shopify aimed at improving customer service which has seen a noticeable decline, prompting organizational restructuring.
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