I was employed at BoomTown pre-IRE acquisition, and can accurately say that things have sadly changed for nothing but the worse. The C-suite execs burned their baby for a quick buck. The below is in reference to the post-acquisition state of the company.
Outside of being verbally berated by management, this is about as bad as a support role gets. I was lied to about raises, bonuses, and advancement opportunities in my interview; 6-12 months for a promotion has turned into 2 without so much as a single raise. I can count on my hands how many times I have been recognized by management, and most of those were due to automated slack reminders such as birthdays and work anniversaries.
Mediocre benefits that they try to compensate for with random cups or other useless gift shop items, and vastly underpaid salaries compared to market averages; even tried to lie in company-wide meetings to claim that the provided wages were in the upper national average. Upon inquiring further it turns out the data was bought and paid for by the company to make them look good instead of publicly available, reliable and trustworthy sources. When this was brought up the conversation halted.
Understaffed teams makes for a poor client experience, yet management claims time and time again we are "adequately staffed" despite the team being half the size we were pre-acquisition with minute changes in volume. Because of this it can be hard to take PTO as they can only spare 1 person at most at a time during the year. I hope you know when you will need to make your appointments for the entire year, because you will need to put them in months in advance if you want any hope of being able to have the day off. There are also blackout periods for PTO for a large portion of the year; PTO does not roll over to the following year or pay you out for, which leaves a majority of the team with unused PTO at the end of the year. Management will also retroactively deny requests that were already approved for unclear reasons.
In addition to this, management also does not apply rules equally across their subordinates. Some are allowed to be missing for half of the day with no inquiry, and others are hunted down for mere minutes of undisclosed absence. Responsibilities are not clear beyond a very broad, top-level specification, and metrics are not consistently applied with regard to CSAT consideration/removal of consideration. Several employees are consistently just slightly under a single metric each quarter, which (conveniently) disqualifies them from the now only available means of pay beyond the offered poverty wage.
They "lay off" employees and then post the same positions as openings for less pay. There is no loyalty, and certainly no culture despite how many times they repeat that phrase in emails. The only culturally understood thing here is that management has the capacity and means to care and treat you well, but actively chooses not to.
Poor "training" which sets up new employees for failure, and outdated and disorganized documentation which makes it nearly impossible to find accurate or relevant information at times, Along with this, the platitudes management loves to spew about "just ask in slack!" are just laughable. Questions regularly sit for days or weeks at a time with no answer despite leadership being tagged directly despite the manufactured illusion of being ready and able to assist when necessary. Even in cases of severe escalation or extremely time-sensitive refund requests management regularly does not act in a timely fashion, showing that they do not treat the impact to client or the following fallout to the employee (or both) as any real priority.
Management will gaslight their subordinates on a regular basis, from internal policy change, advising on next steps, and more. I have personally experienced and documented cases of the above, and my colleagues have also experienced this. When brought to management they maintain their position despite clear evidence of documentation manipulation, and continue to blame their subordinate despite them working off of "correct" information. In tandem with this, management also highly discourages or outright forbids posting in other departments' slack channels or DMing members of other departments, requiring things to be brought up the chain instead of directly to the proper party. In addition to this, each department seemingly uses entirely independent and unrelated SOPs, which oftentimes causes issues or questions to be left unsolved for far longer than is realistically necessary while each department scrambles to figure out who's responsibility something is or how to handle this particular scenario.
Despite all of the above management still can't stop patting their own backs in excessive meetings to make a proactive plan instead of trying to constantly pick up the shattered pieces of this month's project. I cannot stress enough how much I wish I could find another job, and would steer anyone else away from seeking employment at this organization until things change in their entirety. I could continue ad nauseum, but I believe my point has been clearly made.
