Standing up for yourself is an automatic fire - Client Support Representative YAPI Employee Review

Thank you for taking the time to share your experience at Yapi. For those who haven't worked here and are considering an opportunity with us, we’d like to clarify a few items that we believe may be misrepresented in this review. We regularly seek feedback from our team through avenues such as semi-annual engagement surveys, upward feedback surveys, an anonymous suggestion box, and open dialogue. At times, critical feedback and desired actions may not align with organizational objectives or could be poorly timed. In such cases, we aim to have direct conversations with the individuals providing feedback to ensure they feel heard and understand why we cannot proceed with their suggested next steps. When individual conversations aren't possible, and when appropriate, we address these topics in a broader group setting. We recognize that our recent reorganizations and staff reductions may have contributed to the concern of an increased workload. Given our reduced staff, we've adjusted our support processes, metrics expectations, and team schedules to ensure the team is set-up for success. We've also raised the standards for the team's product knowledge and adherence to improved processes. We are proud of our client support team and how they have successfully adapted to these process and standard improvements, resulting in improvements to the quality of our clients’ experience, such as faster response and resolution times for support requests. We have a zero-tolerance policy for retaliation, and standing up for oneself in a professional manner is not grounds for adverse action. Termination decisions are never made lightly. We strive to support employees through personal challenges or performance deficiencies while consistently applying company-wide policies. Any current or former employees who we believe may be eligible for further accommodation have been approached by HR to discuss their rights and how we can best address their needs.