Data driven but staff expected to work unaccounted hours
Pros
-Flexible work schedule -20 vacation/personal days per year -Two weeks reduced Holiday hours for non CS TM. -Interesting benefits -Stock option -Lots of social events for Montréal staff -They promote freedom to work independently -Remote WFH or go to 1 of 2 office locations. -Staffed with diverse crowd holding various qualities and skills -Carries interesting social/environment conscious brands. -If you can self train, you’ll get to learn a bunch of different online CS and e-commerce platforms, if you don’t already know them.
Cons
-No training process -No SOP or Playbook -No introduction/onboarding(just an incomplete very brief list of some of the tasks’ how-to. -No 90day/monthly/weekly plan or target -No organization tree -Very brief and general description of role, with out of scope expectation. IE: as a CS lead, I was expected to data engineer and analyse but was limited to little data. -When hiring, they don’t ensure you have the skills required to use certain tools on a daily basis. IE: I was expected to use Google Datastudio daily basis but it wasn't a required skill. -No defined plan of the companies Layers of Customer Journey. -Mixed LOBS for some staff -Unclear processing times for different types of undefined tasks. -Interns hours and productivity not recorded. Upon internship end, hiring needs are ignored. -Favoritism, unfortunately, keeps them blind to poor performance or opportunity for improvement. -No equality or equity in the way CS TMs are being gauged. -Lack accountability in respect to the work environment they provide. -No ownership when a new TM makes a mistake. Think the worst, calls them a liar for providing wrong information and expects an apology. -Poor listening skills. What you mention you’ve noticed and are working to improve is considered false or not priority, until it becomes evident, then you’re asked why nothing was done about it. -Salary does not meet expectations for this role. -They don’t even have qualified staff to handle Chargebacks, Frauds and Legal cases. -Unpaid Overtime is unappreciated and if you don’t have what they asked, which you can’t yet provide since everything is a mess, you’re told you’re a disappointment and asked what you’ve been doing all day. -No common sense. They require data before approving more hours/hiring, after they’ve replaced 2 PT interns and 1 senior by only 1 newbie. -Unable to hear the truth even with facts and evidence. A TM working 2 LOBs was capped at a certain amount of hours for CS, expected to achieve KPIs, meanwhile they worked a 2nd LOB, no one has kept count of the number of transactions or time spent. This would not have passed with CNESST or Labor Standards. -No communication between departments. -Branding and Marketing unassociated with Customer Service team, resulting in CS team being unaware of certain live details occurring with the brands. Thus creating confusion and unhappy customers and furthermore work and pressure on staff. -Aside from a laptop, wireless keyboard an mouse, nothing else is provided. I supplied my own riser, monitor and adapter cable. The adaptor which I needed to purchase was never even reimbursed. They complain about your productivity but aren’t able to provide the necessary equipment. -No compassion whatsoever. HR left me a voicemail that I was terminated and was giggling, fully aware that I was burnt out that week. -No coaching culture -No leadership values -No train the trainer culture -No open conversation opportunities. Mostly one way.
