Senior-Level Responsibilities, Starter Wage: Fair Severance, Unfair Pay
Pros
My time at RH offered significant professional growth, starting as a coach and advancing into a complex managerial role. The fast-paced, evolving environment provided opportunities to develop expertise in client relations, risk management, and team leadership. I learned to manage challenging situations, including crisis cases, payment disputes, and policy enforcement, thanks to broad exposure across multiple departments. The experience strengthened my problem-solving skills and adaptability, as I regularly stepped into roles beyond my initial scope during company reshuffles. Severance pay upon my departure was handled fairly and helped ease the transition, especially as I was living abroad. The work allowed me to make a meaningful impact on client satisfaction and team outcomes.
Cons
After dedicating significant effort to the company and developing a strong sense of loyalty, I even turned down two better offers during my time there. Despite consistent positive feedback about my performance, I was unexpectedly let go, with the explanation that my full-time position was no longer available. Over time, my role had expanded substantially without a corresponding increase in pay. For $15/hour, my responsibilities included but were not limited to: Client Support and Retention: Managing escalations, complaint resolution, and proactive client outreach Payment Disputes and Fraud Prevention: Processing refunds, handling chargebacks on Stripe/PayPal, and implementing anti-fraud strategies Control Team Management: Overseeing sensitive cases involving self-harm and crisis situations Risk Management: Monitoring high-risk accounts and policy violations Coach Support and Quality Control: Investigating complaints through session recordings and providing guidance Policy Enforcement: Ensuring compliance with Terms of Service and Client Conduct policies Crisis Management: Responding to urgent client situations and protecting company reputation I accepted being underpaid because I believed in the company's growth and my role in it. In the end, that loyalty was misplaced when I was told I was no longer worth the cost. Though surprised, I chose to view it as a business decision rather than a personal one: a valuable lesson learned.
