Vantaggi
Colleagues in the starting positions are cool but only until they don't get promoted. Then they turn to the dark side. We get some fruit on Tuesday (not always)
Svantaggi
There are too many fake positive reviews. Once you start in the company you will pass through a brainwashing stage. This is not a job for a life. Once you burn out, they employ ten or twenty new guys (every month). This resembles an assembly line! You start, you burn out, and somebody replaces you. The company is walking in circles. They make the jobs unsustainable so that they don't have to increase the salaries year after year. One of the first things that shocks you when you start in the customer service is that you're going to work for two companies. Both Skrill and NETELLER. Paysafe owns them both, however, they are completely different and they are being modified nearly on a daily basis. You have to learn them separately. Once you will be working, they will leave you work for months for one company and if somebody gets sick, they may suddenly switch you to another company overnight and without warning. You simply come to work, open your schedule and suddenly you see that you are working for another company with the quality assessment live and running! The second thing that will shock you is that you will not have your own desk in the office. When you come to work, you must look for a free place to sit and work! The other shock is that sometimes you can find yourself working ten days in a row as you don't decide about your schedule. The managers are not altruistic – they don't come to work to lead by an example, they need something else, they flirt, they simply can't resist and they have sex with employees, they gossip. The Bulgarian managers in their largest office in Sofia don't take any groundbreaking decisions. Those are made in London. They make only decisions about petty things like the lighting or the air condition. Managers in Bulgaria are just like a conveyor belt receiving emails with mediocre decisions from London and then trying to sell those to employees as something bombastic and fortune changing. Their job is to sell nothing as a cure for every pain (to make something out of nothing). They must act, as they really believe in what they are writing/doing - and they excel at it. They walk in the office and pretend that everything is fine. Managers in Bulgaria somehow managed to create a purely Bulgarian management in most of the departments and the key meetings and talks are held in Bulgarian and they would do anything possible to keep it this way. Foreigners are not welcome in Paysafe. They are welcome to bleed out on the phone supporting foreign languages. As long as they keep their mouth shut and don't challenge the status quo, the managers can stay to work here basically indefinitely - and they, unfortunately, do stay. In case you want to be promoted, you must be super cool with the managers and you must never criticize that they support the mediocre decisions of their managers. Once you are promoted, you basically become something like their personal entertainer. You must entertain them in Bulgarian and never challenge the status quo. They promote within the company and it really doesn't matter what you know because they also don't know anything. You just have to look cool and motivated. This way many incompetent people got their position by just being a friend with the boss. The communication between departments is awful. Paysafe merchants don't have a phone support no matter how serious is the issue. They can send an email and then wait for ages until somebody replies. In case you apply for a merchant account and you are rejected, Paysafe will not even bother to inform you. Compliance may "temporarily" lock and keep the money of a customer for months and in the meantime, the customer is calling to customer service, which doesn't even know why is the money locked. Paysafe customer support is really bad because they don't know why transaction has failed and because they never transfer calls to the relevant departments. The information about failed transactions is visible only to other fraud department that is not facing the customers over the phone. This department will never share why are the transaction failing. However, the customer service has to handle the customer without knowing why the transactions are failing and additionally the call is being recorded and evaluated by the quality team. So you must say something and at the same time say nothing. This is one of the main reasons why employees are leaving the customer service department and the main reason why you shouldn't start here in the first place. There are also other kinds of transactions failing and nobody in the company really knows why. The solution is usually taking months to be figured out and in the meantime, all affected countries are calling the customer support. The software platform of the payment system is like a very old car that has been constantly repaired instead of buying a new car. So, we "drive" the car on four different tires from four different manufacturers and from time to time one of the wheels even stops turning - but we keep on driving! The managers are constantly sending brainwashing emails that are supposed to motivate the customer service to outperform. However, after the removal of the bonuses by the new owners and introducing NPS and FCR, nobody can be bothered. NPS is an unfair customer satisfaction survey sent to the customers after you resolve their issue. It's asking then whether they would recommend the wallet to anybody. Customers are contacting us only if there's an issue and they are rating the product. However, Paysafe is using "your own personal" NPS to calculate your bonuses and very often you don't get any bonus as you cannot influence how the customers rate the product. Once the product fails, they are never going to recommend it. This is a discrimination because the product satisfaction score of your resolved enquiries is used as your personal score, however, the score varies very dramatically depending on the customer's background. Some countries give always notoriously bad scores and others unrealistically high ones. Thus, the agents who work only with specific countries are being discriminated. The managers will tell you: "Don't take the negative comments personally". The company presents itself like using the very latest technology but in fact, it's the right opposite! Under a shiny package is hiding an old wreck with tones of bugs.