Migliorerà col tempo - Recensione dipendente - Operations Specialist presso Bob W

loved place many times alot

none at all- great place

The Guest Success team is quite good. You can meet a lot of nice people from all over the world. The pay and benefits are nice, and it was the main reason I stayed at the company as long as I did. Working 100% remotely was also a huge positive, but I do think it's the only reason staff is staying, and in the end for me they did not outweigh the cons.

The workload was consistently overwhelming due to significant understaffing. Employees regularly raised concerns about the lack of staff, yet little seemed to change. Almost every day, messages were sent during employees’ free time asking people to take overtime shifts. While some staff initially tried to help, the constant pressure quickly became exhausting, and many employees eventually stopped accepting overtime altogether. Management was clearly aware that many shifts were understaffed, but when no one volunteered for overtime, the burden simply fell on the employees already working, creating a stressful and unsustainable environment. Management within the Guest Success team also appeared highly disorganized and inexperienced. When guests requested to speak with a manager, managers were often unavailable or difficult to reach. They NEVER handled calls directly and generally avoided communicating with guests unless absolutely necessary. This created frustration both for employees and for guests, as frontline staff were frequently left to deal with difficult situations without meaningful support. Another concerning aspect of the company culture was the frequency of immediate dismissals. Having worked in several countries across Europe, I found it unusual how often employees appeared to be terminated effective immediately and without clear explanation. This created an atmosphere of insecurity and distrust among staff. Additionally, this was the only support role I have ever worked in where employees were expected to constantly rotate between drastically different shifts, including mornings, afternoons, evenings, late evenings, and night shifts. Schedules were sometimes changed in the middle of the month without employee consent, making it nearly impossible to plan personal life or maintain any consistent routine. The constant rotation contributed heavily to burnout and exhaustion. Despite this, employees were still expected to meet the same KPI targets during night shifts, even though night work naturally affects energy levels and performance differently. Overall, employees were often treated more like numbers tied to metrics than actual human beings.