Oversell, underdeliver. - Recensione dipendente - Senior Customer Support Manager presso Because

This is not a customer service or customer support department. It is purely a retention department. During the interview process, you will be told that you have the latitude to make changes to improve the customer service process. This is untrue. The expectation is that you will magically fix the rampant systemic problems by doing the exact same thing that has failed repeatedly for the company. You will be expected to pull churn reports hourly, which involves gathering information from multiple systems that will show you conflicting data, while listening to all calls from whichever agent is currently annoying the owner (who will remind you repeatedly that he is the owner of the company), then listening to all calls again with the agent, the owner, and the rest of the in-house CS team while the owner berates the agent in question. Two hours later, be prepared to repeat the exact same process, and not accomplish any actual work. In their defense, the company admits they have made mistakes in the past, but shows no inclination to learn from them, and would prefer to double down on them while expecting a different outcome. The outsourced agents themselves have lived in fear of churn numbers for so long that they barrel over customers with upsell attempts, and avoid telling customers that they are still members of a subscription service in order to list a call as a "save". Agents are considered entirely disposable - there is no path for growth, you start as a contractor and will always be a contractor. They have the same value to the company as a desk or a monitor. You are an asset that depreciates from day one. There is no onboarding or training. You'll be handed a laptop from the pile, given an email account and access to the internal tools, then are expected to go figure it out. I left a position at another company for this one, as I initially thought that this would be an extremely interesting challenge. I ignored the red flags during my final interview with the owner (my total combined time with him through the interview process was less than 15 minutes, which should have been another red flag), such as his repeated insistence that "he owned the company, he had the last word on everything, and he expected immediate response when he asked for something". You should avoid making the same mistake I did.