Article

3.0

Sep 14, 2020

Recommend

CEO approval

Business Outlook

Pros

Your coworkers will become your friends, and will be there to support you. This is crucial as Customer Care can be extremely stressful and intense, especially in the current pandemic. Overall, it's easy to talk to most people and people are honest and direct. The salary is competitive, decent benefits package. The company as a whole is a good place to work, but I would steer clear of CC until it is given a chance to action on feedback and turn the ship around. Knowing the commitment of the CEO to having a good work environment and culture, I hope they will be able to get things back on track with a few key changes.

Cons

Since March, Customer Care as a department has changed dramatically. What used to be a vibrant department of people who enjoyed their jobs and enjoyed helping people has started to spiral into a place where people feel isolated and unsupported by upper management, and disconnected from their peers. Working remotely has only increased these feelings. Changes in management has lead to both CC agents and TLs feeling overworked, spread too thin, and not listened or supported by management. I often felt disrespected and condescended to by a recent management hire, and often did not feel the support I needed in order to properly support my own team. Overall, I just want to say that the feelings of frustration and lack of support are not limited to one level of the department. Everyone is feeling the burn, everyone is trying their best, but are not given what they need to be successful.

Article Response

Thank you for taking the time to share your feedback. Our goal is that every aspect of the team experience is remarkable and that people feel comfortable being honest and direct. COVID-19 has challenged us as an organization to adapt to the new reality while maintaining our commitment to our customers. There has been a high level of stress due to COVID-19 and, especially for our frontline employees, the role can be tough. We recognize the exceptional work of the Customer Care team and we’re making extra efforts to show them our appreciation for their dedication. We have gathered feedback from all levels of the Customer Care team, including Team Leads and Agents, about the unique challenges due to COVID-19 and provided a platform for open-ended feedback in order to understand how we can best support employees. We are working to address feelings of isolation and disconnection from teammates. This is something that many industries are facing in light of the pandemic and Article is no exception. As you noted, we are an honest and direct team, and appreciate all feedback. We have shared these comments and suggestions with the Customer Care leadership team. We take feedback seriously and encourage you to email us at hr@article.com with any further thoughts to help us continuously improve. Sonia HR Manager

Everyone is trying, but... - Customer Care Team Lead Article Employee Review

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