In 2024, company leaders told employees a reorg of the division would be necessary to fix its ratio of managers to "crafters," which is Shopify's term for individual contributors. Shopify has also continued to hire third-party vendors — some in other countries including the Philippines and some in Canada — to assist with customer-service tickets, which employees said has contributed to a decline in overall quality in response. The Support division has also seen a lot of turnover in its management ranks, with former leaders Glen Worthington, Clovis Cuqui, and Jen Bebb all departing Shopify in 2024. Shopify conducted two rounds of mass layoffs in the years after a pandemic-led boom. In July 2022, it laid off 10% of its workforce, or roughly 1,000 employees, and in May 2023, it cut an additional 20% of staff while also selling off its logistics business. Three people told BI that the company has quietly laid off workers several times since then, following a similar format as this week's layoffs. Got a tip?