ShipStation reviews

- 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.

Managers, managers, managers. I’ve watched engineers that’ve been here forever just say screw it and leave. I’ve witnessed the most turnover in ShipStation history. I’ve watched hard working, incredibly skilled devs and PMs get overworked, underappreciated, underpaid, and not given the simple courtesy of a promotion with a title and salary that matches the value they contribute to the org. Of course they’ve had enough and are leaving en masse. Why? Managers that don’t care. Managers that are only in it for themselves. Managers that are brought in mostly through nepotism with hardly any interest in ShipStation and wish to only pad their resume, while being handed the keys to the throne that they didn’t earn. I wish I could say it’s bad leadership, but that’d require there to actually be leaders at the top. Every All Hands were told how the company is making record profits, yet none of that is ever reciprocated back to us. When we ask for raises, we have to fight for it. When we ask for a promotion, we are given excuses and vague answers as to why we’re not worthy. When we put in our two weeks notice, we’re met with a counteroffer of a raise above what we asked for and the title we’ve been fighting for for years. At this point we’ve had enough and have found someone else that understands our value and has already handed us the salary and title we deserved. Our experience from ShipStation is extremely valuable and our competitors and other areas of the industry are paying top dollar to win us over. You continue to pay below average despite being acquired twice for absurd amounts of money, and hiring thousands of new employees with salaries way above those that have been here forever and understand your system. Your days are numbered.