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I worked at HostGator.com full-time (Less than a year)Doesn't RecommendNeutral OutlookNo opinion of CEODoesn't RecommendNeutral OutlookNo opinion of CEO
There were some really smart and helpful people there when I worked there. Management tried to make it a good culture, with catered meals every shift and Nerf guns and such.
I was hired on at a ridiculously low hourly rate that I assumed would be a starting or training wage, but I shouldn't have assumed. I have a friend who's been working there three years now and only now makes my starting wage of $12/hour.
Junior Administrators were required to be in no less than 5 chats at any given time (a friend tells me it's been dropped to 3), and were routinely encouraged to do much more than that. However, they're instructed to "check back" every two minutes or less, or whenever the customer types anything (which is constantly). This is all to give each customer the impression that they have the junior administrator's undivided attention, when they clearly do not.
Some people can handle 10 different issues in there head at any given point. I could not. As a result, I failed to give the level of customer service that I would have expected, had I been a customer (and I was, until just recently.)
Their QA also were primarily there to write up and fire people for security violations and saying the wrong things, not to offer suggestions or help to more junior admins.
Advice to Management
After being bought out, HostGator has completely different management than before, and I understand they've lowered the quota to three at a time, but now the wait times are 45 minutes or more, and that support tickets can go unanswered for days.
My advice, if you actually want to provide excellent customer service, is to hire more people, pay them much better than you are presently, and allow them to work unfettered by micromanagers and rules that are counterintuitive to providing service.