Toxic and authoritarian management obsessed with revenues and metrics,overworked staff. It's a call center - Customer Success Specialist Indeed Employee Review

The team's primary focus was on metrics, such as revenue retention and preventing churns, as well as increasing the budgets of clients from sales reps book of business. However, the role was not centered around customer support as expected, but rather soft sales or account management. Managers only discussed low metrics during meetings, without providing practical solutions to improve them, which made the meetings feel like a waste of time since the team was already busy dealing with customers. The training provided was inadequate, and the team leader was authoritarian, suspicious, and added more work to the already overburdened workload, despite the team being overworked to the point of having to work overtime. Sales reps often made unrealistic promises to customers and often lacked knowledge about the product, leading to disgruntled customers being passed off to Support to handle. While not all sales staff had this mindset, some believed it was now Support's problem and could even harass Support if their customers' needs were not met. As a Support agent, you would be inundated with requests from hundreds of clients across three different books of business held by three sales reps, which made the workload overwhelming and difficult to manage. Despite the decent salary, many people walked away from the job due to the toxic atmosphere and workload. Massive layoffs of 2200+ people in 2023. Quite ironic.