Just have a look at what other people found useful as far as customer care reviews here... It paints a pretty clear picture that seems to be ignored internally.
Customer care is absolutely mismanaged and disorganized - specifically support. Constant complaints that are made by myself and coworkers here are ignored and we are often times intimidated by the management staff. It is an absolute top-down style of management that makes nearly all of us want to leave this department if not the entire company.
The pay discrepancy between THE SAME tier can be upwards of 20K/year - is this even legal? There is extreme amounts of favoritism that shows in certain peoples salaries and promotions. No ideas can make it past without being threatened with write ups and withholding promotions.
It is 100% about ticket metrics, though they lie to you in your interview and tell you its not. They don't care when new releases happen that cause significant amounts of troubleshooting overhead, they just want to see empty support queues no matter what. Verbal abuse is rampant, with myself personally overhearing people in my department being called names that would make a Tarantino movie look PG-13. Again, this is done by the management staff.
The only way to make a decent wage and get promoted is to ultimately kiss butt and sell your soul. Keep your head down, don't bring up ideas, don't ever advise new ways of management, and most importantly, always be ready to get intimidated with a smile on your face.
An atmosphere of constant back-door meetings between the managers makes you question if they ever actually do any work. It seems they would rather play manager theory than actually do any work flow process evaluation. There is extremely limited face-to-face time with any leadership and when there is all of them will tell you a different story of how you're doing.
Come review time they will say its not about metrics but the 'overall' picture they see, but they will quickly go right back to ticket metrics and solely focus on that for your review. Often times the reviews seem absolutely contrived rather than being a fun part of the job to get to know people and improve their focus.
We also get absolutely no direction as far as how to get promoted. Again, see favoritism. How it ultimately goes is if manager 'x' likes you, you will get promoted. If they really like you, you will get more money. If you simply come in and do a fantastic job, you will likely get the absolute bare minimum of everything.
Most of us are just waiting for Google campus to open up fully so we can jump ship. Nobody comes into support under this management with a smile on their face and a sense of pride.
Everyone hates it here in support.
100% do NOT recommend joining LogRhythm customer care, specifically support. If you must come into customer care, just go to Professional Services. They get paid more and clearly have better leadership. They seem to generally be happy while support staff can't wait until we leave.
