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I worked at Tucows
Pros – Excellent ideas behind the business and some really innovative approaches to the mobile and domain industries. Very little micromanagement of your work. Commitment to customer service that is refreshing for agents who are more or less empowered. It actually feels great to have the tools to help out your customers when most companies require you to tow their line. So many of the people are awesome.
Cons – Lack of respect for workers by some managers. Clear inability to deal with the movement from a relatively small call center operation in support to a larger operation. Vindictive personalities mixed with a "flat management" structure make getting your job done dependent on your relationships with specific more senior/advanced employees. Poor team cohesion. Bad scheduling. Terrible training (I cannot emphasize this). Unreasonable expectations for picking up new processes without any training at all. Managers are obsessed with pumping up the company without seeing any faults at all. CSAs take the blame for company failures everyday, and are rated by customers, and judged by managers, accordingly. The NPS scores used for evaluation are not a reflective metric to assess your work output.
Advice to Senior Management – Listen to your employees, boost training time, recognize hard work, be honest and upfront, give better feedback, and use your small set up and smart products to be more flexible. Your employees will have more respect for you, will find their jobs less stressful and you might have less turnover.
Yes, I would recommend this company to a friend – I'm optimistic about the outlook for this company
2013-08-08 21:24 PDT
1 person found this helpful
I worked at Tucows full-time for more than 3 years
Pros – Some terrific team members; very knowledgeable not just about technology. Photography, cycling, food, health, exercise. A very sharing community. Still in touch with many of my past colleagues. Summer and year end parties are a blast. Good health benefits.
Cons – Management's direction is often misguided. Even HR has frightful turnover.
Management plays hurtful head games: to avoid paying severance to employees they've decided to dismiss, they start giving aggressively negative feedback in an effort to get them to resign. No recognition of employee effort.
Advice to Senior Management – Stop starving divisions of resources. Allow divisions to provide input into their own direction. Show employees some respect.
Yes, I would recommend this company to a friend
2013-01-17 12:17 PST
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