Went downhill fast - Customer Service Manager (CSM) Fourth Employee Review

Good team communication and positive leadership.

Need to update back-end software; tools are out-of-date.

Very few pros come to mind, there were some great people on the individual contributor level I worked with across multiple teams however many left or are on their way out.

This is a highly toxic and disorganized work environment. Leadership’s lack of knowledge, direction, and experience is apparent. When I started, leadership was disengaged and disconnected to everything. I noticed there was a sudden and obvious change in leadership’s approach where “urgent” asks from above were being requested with little to no context. Unrealistic and changing expectations started being communicated as the norm. This caused confusion, chaos, and burn out, resulting in extremely low morale across teams. Concerns and feedback were either ignored or people were penalized/suddenly terminated for speaking up. Lastly, it doesn’t go unsaid there is no work life balance or professional boundaries here. This is a work environment that sets people up for failure and can have a serious impact on overall well-being.