I no longer work in the customer support level but I can completely agree with the other reviews here about getting promoted. You do have to be a favorite for promotion consideration or simply to do the better side projects. The only reason free soda and food is given is to keep people happy in their miserable job. The only thing the company has going for them is the customer support, they have to do everything and anything for a customer, they're bonuses are based on it, and when calls are reviewed they get marked off if in hindsight something could have been done. The company is growing and all the things that customer support has to do will become way too burdensome to keep the high level of customer and employee satisfaction. The employees in customer support are treated the worst, not only are they never allowed to participate in company meetings or events, they are slaves to the phone queue. Anyone who does not work in support does "love their job", and the employees in support have to watch as everyone else in the company is involved and having fun.
There are way way way too many managers. The CEO does seem to care about all employees, she was upset recently that the employee satisfaction scores were down, but that is because the company is growing, and there are too many managers, and now there are too many supervisors below them that do the work that the managers barely have the ability to do. The managers in support will try and do anything they can to not take escalations or work on requests from the people they manage. HR always sides with management before even listening to the employee or having any compassion. The managers are so far removed from the product they can't even answer simple questions from new employees having trouble. The different departments in support don't work collectively either, everyone seems to hate their jobs and it reflects on to others. The managers want you to brown nose and then you can be considered for promotion, its not right. Most used to work together at another company, so it really feels like there is no way to get anywhere, most disheartening.
