One sweet benefit of working for Remote is flexible working hours, but this is NOT a benefit for people on the customer service team! During a company growth spurt, new management was brought in who set unreasonable expectations. Employees in one region were expected to hit the same numbers as those in other regions that had much more operational support online during work hours. There were delays in responses, which led to delays in resolving customer queries, which customer service reps. were blamed for. The new goals changed the team culture from a supportive collaborative space to a survival/individualist culture. Per the company's Transparency and Kindness values, I would present issues and potential solutions in a kind and transparent manner. I was told my concerns were valid but were shortly dismissed. When I checked in with management about my suggestions, conversations were redirected to how my team or I needed to improve in X, Y, and Z ways and/or was told that the current processes are good the way they are. I often felt gaslit. Upper management constantly encouraged internal career growth. Unfortunately, career growth seemed to be reserved for only certain people. I saw colleagues who had been going above and beyond get passed over for internal opportunities over and over again. It seemed that people who were managers' "favorites" were the ones who got opportunities to transition to other teams and grow. Perhaps it was a mix of favoritism and a desire to keep ticket solves high by holding back heavy hitters. With the new management, a new initiative was implemented that publicly guilted members of the team for requesting time off even though a company benefit is having unlimited/flexible PTO. Company values shouldn't be accessible for some employees and not others.
