ShipStation reviews

Where do I begin? When I was first hired it was very obvious that the training was out of date for the current UI And are expected to learn through osmosis. The training is very poor and there is such minimal support for new agents that multitudes of them do their job off the clock to try to keep up with the work. Everyone is burnt out. We are held to insanely high standards and do not have enough time to actually get our work done. 30 minutesa day to work on complex tickets is not nearly enough. Customers think we are just basic customer support, but in reality we are L2 software support and it’s very IT oriented. They downplay how important we are and what we do to the customers so we get verbally berated constantly. They do not protect us. I also know of some coworkers who went through some extreme mental health episodes to the point where they can’t function or remember interactions anymore and they are being pushed to their limit. Everything went downhill immediately when they started using software to track our every move and decide that churning out high loads of low quality work is better than a than letting an agent take the time to give a proper response so a user will not encounter the same issue twice. They let customers say such horrible things about us to us and all of those bad reviews cannot be contested. There also is no room for advancement from support unless you are a gold star favorite.

- Support teams are overworked and underpaid. Support agents only have 30 minutes of follow up time to take care of complex tickets. Many work in their off hours to get their queue under control. - Support is constantly stressed and despite doing a technically minded job, they have insane expectations put on them as though they are resetting passwords all day. THIS JOB IS NOT EASY. THESE CASES ARE NOT "CUSTOMER SERVICE", they are IT focused. It often requires intense focus and follow up. It requires troubleshooting and investigation. These agents are not given the time and respect to do their jobs properly. - Certain support management looks down on support staff and treats them like children and robots. I have heard them say terrible and demeaning things to support on support meetings and in private to managers. This is known around the office and nothing is done about it. I am not mentioning a specific person due to Glassdoors guidelines, but I will say that those who work here know what I am talking about. - TLs are pushed to pushed. They are given an insane amount of responsibility and don't have time to actually help anybody. They are pushed to pass this stress on to agents. - The churn is terrible. Agents all talk about wanting to quit but they are all scared and newer and don't have older agents backing them up. It used to be after about a year, you were promoted to a better role in the company, with some folks choosing to stay in support. Most folks leaving were promoted and very few left because they hated working there. Several folks stayed on because they loved it and those people were amazing support to new agents and helped them advocate for themselves. Now it's a bunch of scared, miserable green folks who lack the resources to stand up to management. - This job used to be great 2 years ago. We were given the time we needed to finish cases, help the end users, and had time for things like lunch or going to the restroom. We worked overtime because we wanted to make extra cash, not because we were drowning. We were treated with respect and had base level metrics and our CSats were amazing and everyone was happy. We were treated like real employees of ShipStation and not meat for the grinder. Why mess with perfection? I believe part of the issue is outsiders coming into management roles who think they know how to run things. I think that it comes from these outsider managers not pushing back against senior leadership.