11y
Thank you for the kind words and feedback. We would be happy to help clarify and explain too.
The company runs 24/7, and we operate off three 8 hour shifts. Team members on those shifts accept the job knowing that they work that shift with one 15 min break plus two 10 minute breaks. We are looking into the option of offering a 30 minute unpaid lunch and two 10 minute breaks. We've tried doing an hour unpaid lunch, and it just didn't work well with the 24/7 demands of this position. And, the vast majority of team members told us they would rather work straight through with just the breaks above.
Our entire company is remote so all interaction is via hipchat and our internal company network which contains a social update tool like twitter, an internal blog, an internal forum, and internal Q&A, and other pieces to encourage communication. Hipchat can be professional but also quite lighthearted with animated gifs and discussions about everything under the sun during quiet moments. We think it is a mischaracterization to call it solely professional chat :).
We do reviews every 6 months and we work really hard to make sure everyone on our team get's honest and helpful advice. We also include peer reviews and feedback. Beyond reviews we try to give daily/weekly feedback on their work too.
We do a raise review every year on the 1 year mark, so nothing mysterious about that element and it is quite easy to get a raise if you do solid work :).
In terms of promotion we promote from within and ALL of our current 9 managers in support started as L1 chat/ticket team members and moved up. Not to mention all the individuals who moved from support to Operations or to our Server Health or Technology team. Our VP of customer service started as a L1 chat/ticket rep, our CTO as an L2 ticket rep, and many other members of senior management. We've grown very fast and we promote from within first.
We hope that helps to clarify.
