Abandon all hope ye who enter - Customer Support Supervisor Enso Rings Employee Review

For context, I worked at Enso for over 5 years and waited a few months before writing this review to ensure that I’d approach it without clouded judgement. I worked my way up from an entry level position to a leadership role within customer support. I worked closely with other teams and also worked for several months in operations. -“Startup mindset” and an obsession with being “agile”, which is corporate for, middle management positions do the work of 2-3 people without the pay and decisions are always made at the last minute. Because of this lean approach it meant that things often fell between the cracks, especially related to CS. Management was short sighted and it was difficult to get anything done if it didn’t have an immediate impact on revenue. It was very common for website issues or requests to be delayed by 6+ months or ignored completely. -Lack of growth opportunities for employees. While there were many opportunities to pick up extra work, this rarely translated to an increase in pay or job title. The only reason I ever got a raise was because my direct supervisor would heavily advocate for me. -Lack of diversity in leadership. Throughout my time at Enso there were rarely managers who weren’t cis white men in positions of power. When there actually were people from marginalized communities and genders in management, they were often in roles that had less influence in making important decisions. -Numbers before people. What ultimately drove me out of Enso was a culture shift and a fixation on KPIs and metrics. While, yes, obviously any responsible company will have clearly defined goals, they often tried to apply rigid KPI logic to roles where it didn’t make sense because the workload fluctuated to frequently. At one point our department manager wanted me to clock in and out every time I changed tasks, which could be as often as 5 minute intervals. I felt like I was constantly having to justify my position within the company and it created one of the most anxiety inducing work environments I’ve ever experienced. Enso was built on a fad, gimmicky product and refuses to branch out of that. They were steadily on a decline during my time there with brief periods of success followed by months of underperformance. If you’re looking for job security this is not the employer for you.