Disappointing and Disheartening - Marketing Nurture Life Employee Review

If you value flexibility, work-life balance and a fair and comfortable work environment, read on. I've worked here for almost 8 years and have had an incredible experience. I feel valued and supported by our Co-Founders and have always had a positive working relationship with my peers. I oversee our customer experience department with 6 people in total. For a team of 6, we get the job done and done well. We've been able to build an incredible rapport with our customers and each other.

Like most start ups turned small business, we have experienced the ups and downs of hyper growth, which brings challenges for the people responsible for the happiness of the customer on a daily basis. Breakdowns in communication between departments can be frustrating but I feel like we bounce back pretty quickly as we have a strong management team and are always able to get back on track in a short period of time.

Hybrid work model - the team I was on was barely in the office, maybe like 2 times a month or so? However if was usually a guessing game as our CSM didn't always keep us in the loop about it. Woman Owned/run Discounted products Everyone I encountered was kind and welcoming snacks/food in office Decent benefits Commuter allowance Lots of women Yearly review with pay raise and bonus

The CSM was very removed from most situations. She had empathy and could perform her job functions of course, but it didn't really feel like she cared about any of us on her team. That being said, it felt like she didn't really care about much, as along as we answered the phones and hit our numbers. However, was pretty intense about the phones starting around the holidays of 2023. This job is not 'advertised' as a call center position, however, they do expect you to treat it like one. They became really intense about answering every single phone call, even if you were too busy to do so. The team lead/Senior Rep was a very frequent micro-manager. Messaging everyone throughout the day to let you know that he knew you didn't answer the phone enough and your numbers were not high enough. It was borderline rude and disrespectful at times. The dynamic and differences between him and the CSM created a wild rollercoaster of emotion type of day and it was not enjoyable or worth it pay wise. The real kicker about the intensity of the phones was that both the CSM and Senior Rep had told us numerous times that the data they were receiving from the phone application was not correct. I spoke with the CEO about the phones and the unrealistic expectation to answer every single call, and she responded similarly - with an unnecessary intensity, micro-managing language, and a little belittling. The shipping and fulfillment teams are drowning and need at minimum, 3 more employees to help. The company is growing at a rapid pace, which is great, but they can barely keep up. This causes a ton of delays and issues with orders. They're drowning in Google Sheets and it feels like they do not take the time to read the documents and make any needed changes for better efficiency.