Good until it gets bad - Customer Service Representative Trupanion Employee Review

Managers do not have accountability. They do not take responsibility for their failures as managers/leads and pick favorites. Like with many companies, managers are very loud and tout company policy, but not actually available when matters most. Be VERY weary of their "Trupanion is family," and "Family Culture." They will yell this until blue, but then have mass firings and completely ignore you when not in their immediate interest. Trupanion is small in one sense, but most teams have many workers and your progress and achievements will be completely ignored while others get praised for "doing 5 emails in one month! Yay!" Managers are very selective with their communication and will only bring attention to people at very certain times. Their bonus structure is constantly changing and not for the better. Company is constantly changing and not for the better. They are very notorious for not communication changes that affect your work, until after it's been exposed or had a negative impact. They will constantly promise to do better and repeatedly fail at this. New hires brought from outside of the company for managerial positions (regardless of relevance/qualifications) will be prioritized over long term employees who go above and beyond. Take everything with a grain of salt as while it is a great company and is preferred over many (their insurance policy for pets is overall superior to others) they will completely shut you out and cut their ties with you moments after telling you you are a valuable asset.