Another burnt out support agent - Traveler Support Specialist Navan Employee Review

Management: I am not sure where TripActions got some of their support managers, but it’s definitely apparent that most of them do not have call center management experience and some not even management experience . Their feedback/coaching is lackluster and sometimes inexistent. They are quick to point out your wrongdoings. Praises for your achievements are rare and can come off as fake. There is more negativity vibes than positive. Some managers do not know how to tailor their personality to each agent. They are known to micromanage. Work Tools/Resources/TripActions Platform: Beside management, I believe the resources, or lack thereof, has to be the most stressful part of the job. Sometimes it seems like we are set up to fail. Efficiency is not even a thing. “File a product feedback ticket” is something you will hear multiple times a day. Most of our job depends on other agents(Tier 2), which can lead to wrong information and/or super high handle time for your chat/call. Work From Home Rant: All Tier 1 support agents are supplied a company laptop and headset. Our job can be done purely remote with the company chat platform, Slack. However, only agents that have an end shift time after 10pm can work from home. Car won’t start? Sorry, you can’t work from home. Call in sick. Have a sick child at home? Sorry, you can’t work from home. Call in sick. However, when the business is desperate for agents and overtime is available, you best believe they will let you work from home. All because it is benefiting them. Raises/Promotions: Let’s first get this out of the way, raises aren’t a thing. Promotions seem to be highly based on favoritism and not on skillset, hence why there are leads and managers that do not know how to lead and manage. Final thought: With the amount of stress from management and the lack of resources to do you job to your best ability, I would not recommend anyone working for TripActions support.