Where to begin...
Following the acquisition, the work environment—particularly within Client Services—has deteriorated significantly due to a lack of clear structure, communication, and leadership alignment.
There is minimal transparency around expectations or priorities, and cross-department collaboration is often challenging. Other teams can be pushy or dismissive, frequently providing little to no constructive feedback while placing unrealistic demands on support teams.
Workload and pressure have increased substantially without corresponding resourcing or incentives. Budget constraints have resulted in understaffed support teams, leading to employees being stretched far beyond reasonable capacity and effectively expected to perform the work of multiple roles simultaneously. This has created an environment that is overwhelming, mentally exhausting, and unsustainable.
One particularly demoralizing change was the shift of salaried employees to hourly compensation, which felt like a step backward and further eroded morale. Despite the focus on growth and acquisitions, there appears to be limited investment in employee well-being, development, or retention.
Escalation processes are also problematic. Development teams often prioritize lower-impact initiatives while being unresponsive or overly critical when support escalates urgent, real-time issues affecting clients. This dynamic places additional strain on support staff who are already under significant pressure.
Since the acquisition, morale across Client Services has noticeably declined. Many employees feel disengaged, undervalued, and burnt out, with little confidence that conditions will improve. For those considering support roles in particular, this environment can be extremely challenging, and the compensation does not adequately offset the stress and workload.
There are also operational challenges with offshore teams that lack sufficient product and business context, which further complicates workflows and adds unnecessary friction.
Overall, this is not a supportive or sustainable environment for Client Services employees, especially post-acquisition. Prospective candidates should carefully evaluate whether this aligns with their expectations for work-life balance, mental well-being, and long-term growth.
