Dystopian Hellscape - Director, Support Polly Employee Review

Wonderful product and experienced leadership team

The industry can be difficult to break into and has lots of jargon. Getting up to speed on this can be a challenge.

They hire good people (but lose them quickly)

Polly has some serious issues with leadership, communication, and overall company culture. There’s constant turnover across the company, both from people quitting and people being fired quickly and unexpectedly. Teams go through constant change in management and sometimes daily changes in expectations. It felt like leadership was always reacting instead of actually building a stable company. A huge issue internally is that product knowledge is heavily gatekept instead of properly taught to employees. Certain leaders keep information concentrated with a small group of people rather than building scalable processes, documentation, or real training programs. Employees are expected to support customers and operate strategically without being given the tools, product knowledge, or support needed to actually do that well. Communication across teams is poor, priorities constantly shift, and there’s very little consistency in direction. There’s also a culture of overpromising to customers without the company actually being able to deliver operationally or technically. Customer-facing teams are often left managing frustrated clients while leadership avoids accountability. One of the more frustrating parts was seeing unhappy customers get deprioritized or ignored if they weren’t close to renewal, instead of proactively addressing issues and building long-term trust. Everything felt very short-term and reactive. Overall, the environment feels driven by fear, chaos, and turnover rather than strong leadership, scalable operations, or healthy team development.