As a former Customer Support (CS) team member, Spocket is the only company I’ve worked for that financially penalizes employees, often without clear rules or consistency. Penalties can range from $200–$800 CAD, even if you’re meeting KPIs and handling heavy ticket volumes. In CS, context, workload, and past performance are ignored.
The culture is extremely money-driven and fear-based. A single delayed response to leadership can result in immediate punishment. These penalties feel less like behavior correction and more like a way to save the company money.
The CS team environment is especially toxic. There is no proper workforce management—scheduling is controlled by a long-tenured CS member and appears based on favoritism rather than fairness. Power-tripping is common, and if you fall out of favor or request leave, you can easily be pushed out. HR offers no real protection.
I experienced this firsthand. Despite meeting my KPIs, I was terminated after being transparent about a leave request. Performance does not protect CS employees here.
Overall, this is a stressful, demoralizing workplace with no psychological safety or growth, especially for Customer Support. I strongly advise against working here.
