Medium-sized company still being run like a startup (in a bad way). Dysfunctional team. - Recensione dipendente - Support presso Block

-Support has become your typical call center environment. Used to be a department I would suggest to friends looking for a new career but at this point I wouldn't suggest it to anyone, especially in the San Francisco office. -Support is a dead-end. There are very few positions where you're not customer-facing and getting yelled at by merchants. Managers treat any movement away from Support as if it's career growth, but amongst peers its treated like an escape from a toxic environment. -Your work will not feel valued. Management gives lip-service indicating they value it, but unwilling to actually show it in any meaningful way. Frequent reminders that you are replaceable. There is a constant cycle of people leaving after a year or two because they feel undervalued and stuck, then being replaced by a new batch of people who have to be trained up all over again. -Over-emphasis on metrics and numbers by management leads to a team that is under-trained and pushed way too hard. -Leads both manage people and do project work- good in theory, but in reality each is only good at one or the other. Some leads just do not have the temperament to manage actual human beings and this can be soul crushing. -Various teams both within Support and outside Support are siloed off and rarely are on the same page. Lack of cross-team operational positions means inter-team communication and collaboration is very poor. -Trying to move to a new position is so "hands-off" that it feels like a complete crapshoot- you're expected to find new roles on your own and just apply, but you have no insight into whether you'd be a good fit. You may end up having to apply to a half a dozen completely unrelated positions before landing something. -Very slow to create new roles that are needed, instead key duties often distributed among a large group of people who are usually uninterested/uninvested in said work. -Your role may change so dramatically overnight that it feels like a demotion. Likewise, you may be asked to interview for a role you've already been doing for a long period of time. -Shared resources and tools have no ownership, so once whoever created the tool or resource leaves it gets no attention and eventually falls apart. -Upper management is very tone-deaf and completely very disconnected from work that customer facing teams are doing. -Management very bad at taking feedback- your feedback for leads is often turned around into a criticism of yourself. Frequent response you will here in response to feedback given to management is "maybe this isn't the place for you". -Decisions are made by people who are not involved in work being done without consulting people who ARE doing the work.