The Guru role is just plain unsustainable. You'd think it'd be about, y'know, helping people, but it all comes down to numbers for management. How long you spend on chats/calls, how many you completed in an hour, and how many upsell attempts you made (regardless of relevance to the person's reason for contacting support) take priority over actual customer satisfaction. And you know what? It's more than a little difficult to meet an ideal of "15 minutes per chat" when you have to juggle three of them at the same time. Turns work-life balance into an absolute joke. Half my squad and I ended up staying late working on follow-up emails every day of the week. If you manage to clear your slate one day, I guarantee you'll have 20 new messages to deal with before work starts tomorrow.
The boots-on-the-ground folks who do the actual work are wonderful. Supportive, smart, and very, very adaptable. Management, on the other hand, is wanting. Don't get me wrong, there are some good folks working their way up in this company. The one I got saddled with was a "drink the Kool-Aid" sycophant who was somewhat less concerned with helping the team grow than slinging buzzwords at us with the most insincere smile I ever saw. That was, when he was there, of course. I don't know how many vacation days managers get, but this guy was blowin' through his like he only had a year to live.
The pay and benefits are great. There are also some truly worthwhile jobs you can work your way up to if you can survive Guruland. My experience left me with no desire to explore those.