Undoubtedly, there have been considerable changes over the years, both positive and negative, that have shaped our corporate culture. While I have always found the workplace to be welcoming, I cannot ignore certain shifts that have affected the very essence of what initially drew me to stay with the company.
My intention is not to disparage on the company. On the contrary, I am a firm believer in our potential and the remarkable strides we have made collectively. However, it is crucial to acknowledge certain aspects that often go unnoticed or unaddressed. Despite our best efforts to voice concerns, it sometimes feels as though our feedback gets lost amidst a deluge of other issues.
In recent years, our focus on growth and expansion has perhaps led us to overlook the individuals who have dedicated their time and effort to our product. Despite our professed value of being "human," there appears to be a discrepancy in how certain departments, particularly Customer Service (CS), are treated. Employees in these roles often find themselves pushed to their limits without adequate recognition or incentives for their contributions.
The expectations placed on CS staff are, at times, unrealistic and unsustainable. The relentless demand to adhere strictly to schedules, manage heavy workloads, and maintain constant availability disregards the basic needs and responsibilities of employees. This approach not only diminishes morale but also undermines the very essence of our commitment to humanity.
Furthermore, it is disheartening to observe a disconnect between senior leadership and frontline employees. While directives may originate from higher ups, it is middle management who bear the brunt of disseminating and enforcing these expectations. Consequently, there is a pervasive sense of being overwhelmed and undervalued, eroding the camaraderie and mutual respect that should define our organizational culture.
It is imperative that we recognize and rectify these shortcomings. Every department, regardless of its direct revenue generation, plays a vital role in our collective success. Sales teams may enjoy lavish perks, but the invaluable contributions of CS should not be relegated to an afterthought.
