TLDR: Expect high call volume, constant phone duties, unrealistic KPIs, disorganization and lack of proper structure, micromanagement, and also juggling a high volume of email support tickets. The culture is toxically positive with limited transparency.
Red flags appeared early in the hiring process. Applied in August, the month-long interview process felt unnecessary. Offered the job in September, but the offer letter arrived in October. Provided references and background checks during the wait. Started in November, a month later than projected. Took a temp job during the wait, only to find out the company was acquired by Zillow after signing the offer letter, resulting in many lost perks and benefits that I had originally applied, interviewed, and signed up for.
The training was good and took about a month. However post-training, the startup mentality persisted, expecting new hires to meet demanding KPIs and numbers within the first month, despite heavy call volume and email ticket queues. Veteran employees weren't even meeting their targets either. The company had a toxic positive culture, discouraging proposed solutions and feedback for process improvements. Excessive managers for the support team size lacked explanation.
Except for new hires, everyone received a large six-figure transaction bonus post-acquisition. These details were openly shared, causing frustration among new hires who experienced so many quick, unexpected changes before even starting. After three months total and two of those months were post-training, the company abruptly fired me for not meeting unrealistic expectations while I was still trying to ramp up. A seasoned employee even told me it took him 9 months to fully ramp up. I was only given 2 months.
I know that the job market is tough, but I advise against working here, emphasizing the negative changes under Zillow's management. This place is now under a company, that only treats you like a number and demands heavy output like a robot, it's only going to get worse. Hope someone finds this cautionary tale useful and I can save someone from what I had to go through.
