False Promises Not Kept by New CEO - Sales LegalZoom Employee Review

When I started Legalzoom well over a half a decade ago, it had a clear mission to help small business owners achieve their dreams. There were clear performance metrics in place that were customer-centric... that also allowed for sales people to make money but also help customers. You could feel good when you went to sleep at night and felt like you made a difference helping people solve complicated problems with affordable products. It was a beautiful thing and when I first started Legalzoom I thought it was the best company that I ever worked for. The culture was amazing, and people always smiled entering the building for the most part before their shift began grateful to be there. After at least two venture capital firms began infusing capital into Legalzoom in the past four years becoming major stakeholders, it has become a rudderless ship with no direction that only cares about profit to the point of very questionable business practices. No longer are the customers or employees a concern, just profit. To the point where it makes your stomach turn. The new CEO and COO took the helm in late 2019. Zoomers were really hopeful. Incredibly, they showed a huge grasp on what issues were facing the contact center and the customers biggest pain points. To the point where they met with each department and read intensive surveys we did. We thought things were going to truly get better. Boy were we wrong.... Customers are still getting hit with Registered Agent charges for 399 dollars with no prior notice during a deep recession. I have had customers tell me their rent checks bounce because of these very questionable billing practices. Might I add you that the original registered agent service the prior year was 159 that they signed up for. Customers have no clue they are going to be automatically re-billed at 399. We deal with these calls all day and the CEO said it would stop late last year. It hasn't. Shame on him. He told us that we were going to get performance incentives that rewarded us. That more senior reps should be rewarded for their tenure in compensation because they field more advanced and complicated calls. He failed on this promise too because ever since January during a borderline depression our goals on the sales floor have been more unattainable than ever. This means drastically less commission despite the fact that surprisingly our revenue as reps has not diminished significantly at all for what we bring into Legalzoom. They are just making the goals sky-high and unattainable to cut commission seemingly out of greed. This is despite the COO repeatedly assuring us he does not want to pay us less what a joke. The CEO/COO also said they want to make the sales floor and contact center more customer centric. It has gotten so much worse during their tenure. Sky-high sales goals, new quality assurance scorecards that make you a robot, and pressure of endless calls back to back with diminishing commission are making sales reps less customer focused.... more concerned about paying bills and hitting ridiculous sales targets to keep their jobs. Believe me the last thing on most reps' mind is serving the customer but paying their bills in the face of huge pay cuts. In fact, in March, where most American families live paycheck to paycheck... Legalzoom did not tell any of their sales reps or sales managers that they were not going to disburse bonuses on the 15th like every month until the 14th at around 4 o'clock early evening. They ended up being paid on the 17th, but the lack of communication was a giant middle finger to all the agents. It also did not help that they did not let us know our commissions until the 16th, and that they decided not to reduce goals significantly that agents had to hit amidst one of the biggest recessions in American history. This led to disappointing payouts as they made no adjustment for technological shortcomings in moving to a work from home ecosystem or from customers' reduced purchasing power. They just blamed sales agents for their lack of production. There is a joke on the sales floor that most reps would be making more on unemployment each week combined with the 600 dollar federal stimulus than from Legalzoom right now due to commission cuts. I guarantee you that most recent glassdoors that give glowing reviews are probably fake due to the fact in the past HR has been known to coach new hires into give glowing reviews while they are drinking the kool-aid. DO NOT WORK HERE. It is not worth the mental health issues or questioning your conscience in how they treat customers.