This place is horrible, they make changes and updates via slack which gets lost in the slew of conversations, no change/or update docs to keep track of anything and the changes are made by the hour. The SOPS are all over the place and don't give you clear understanding of the entire process. An SOP should be something someone who does not even do your job can take a look at and follow along to get it done not vague instructions with missing piece that you have to figure out. The new director came in and set metrics based on the CEO stating CS was not during the job however it was very hard for us to do our jobs when they continued to run out of food and customers were writing in 24 hours a day 7 days a week and the queues were so high they were offering unlimited overtime just to help for MONTHS! This went on from the time I started with the company up until December. We had a all hands meeting where the CEO told us our feedback reviews were bad and we were not doing enough when the fault was on them for not provide the customers with the products they orders for WEEKS on end. As someone else said, 1;1 cancelled all the time, team meeting cancelled, promotions based on cliques. Towards my end there they wanted to hold people to metrics that were not achievable. How can I get 10 tickets a hour when I log on and there are only 4 tickets in the queue and 23 people working. Or 6 chats an hour when you only get 1 chat over the course of 3 hours. Designed for failure and the new director will run the good people off to better companies.