Zocdoc Reviews

Cons

Ambition can mean there's a lot to do

Cons

In less than 2 years, Quota/Commission-based KPIs were either increased or changed fundamentally 4 times while I was there. Unsurprisingly, paychecks suffered every time. Things always started to "look up"...and then the goalpost would change. Meanwhile, the company thrives and grows, but it doesn't get passed down to you. Upper management reaps the rewards off everyone's backs while they simultaneously circumvent your earnings with Quota manipulation and pay cuts.

Cons

Can be more transparent about growth and pay more

Cons

Some benefits could be be expanded

Cons

I've never had so much anxiety in my life in a Customer Service role. I've worked a bunch of them in my tenure (in person and at home). This one was something else. Let's start with training. It was 7 weeks of *decent* training. Not bad, but not great. All it was was slideshows reviewing procedures and minimal hands on practicing said trainings. Sometimes the trainers wouldn't even be paying attention when there was practice time (which was solo work at the end of the day) and quiz you on things you didn’t know yet. They also do not review workplace policy until the end of week 7 (after you take a 3ish hour open note exam). I found this the most ridiculous because you have no idea what the details are (late start, PTO, flex time, break time policy, etc). These things should be clear as day on day 1. These policies are what lead me to my next complaint. Micromanaging. I have never experienced this level of micromanagement in my life. Granted, I can understand a certain level with a remote role. However, it appeared that they did not have any faith in their staff whatsoever. As stated before, you are not told any of these workplace policies until the end of training. One of those would be the strict break policy. You had a total of 30 min each day, which was split into (2) 15 min segments. During training, I would receive DM’s from my manager stating “you have gone over your 30min allotted break time, is everything okay?” You could imagine my immense confusion as I had no idea it was strict with timing. During training, we were told if we had to use the restroom, all we had to do was post in the training group “bathroom brb” or something and switch the Omni Salesforce status to “Break.” What this does is start a timer for how long you are in that status (applies to all types of status’). I didn’t think anything of it because it was a bathroom break, something all of us human beings need. Well. Boy was this red flag #1. They didn’t mention that the time spent in “Break” was what they monitor VERY closely for that 30min allotment. So, I find out that even if you go use the restroom for, I don’t know, 3-5min, that this is counted towards your 30. I would get that message maybe once a week during weeks 3-6 of training having no clue until I had a One-on-One with my manager. I told him that I found this stressful and asked if I shouldn’t use the bathroom to avoid this. He gives me the spiel that “oh we’re all human so of course we want you to use the bathroom, just be sure to reduce the time you’re in there from your 30min break time.” So you’re telling me I have to basically start a stopwatch when I go use the bathroom to ensure I don’t go even 1 minute past that 30min mark? This was just unheard of by me and all my friends/family I told. And if you do go over that mark, you get “corrective action.” I want to stress that this policy was not OFFICIALLY REVIEWED until WEEK 7 of being on the job. So they micromanage you without knowledge of what the expectations are. This theme continues into what was considered a “late start.” Red flag #2. Something that I ALSO had no clue about. During the HR training and job training, they explain the attendance policy. You know, “clock in late and you’re considered late.” Okay. Understandable. Basically, all hourly jobs yes. What they did not mention was that you can clock in 3 min early (I’ll review that later), try and open all your programs and windows (in only 3 min), If you turn your phone on 1 minute late, and you are considered a late start. Are you joking? Again, I had no idea about this and was “flagged” multiple times saying they’d “waive it since I was new” but to not turn my phone on 1 minute late. I think it was like, 3 in one month or something and led to “corrective action.” Even if your bandwidth was at fault, doesn’t matter. This leads me to clarify the 3 min clock-in situation. So they are very strict on their overtime policy. Again: down. to. the. minute. They want you to hit 40 hours, and 40 hours only each week. To mitigate this, they give you one day a week where you clock in 15min late, and for the 5 days you work, you can clock in 3min early. 3 x 5 = 15, so there. 40 hours. If you get stuck on a call and you’re closing, you have to immediately message your manager for them to shave that late time off another day (exception being Friday/Saturday as it’s the end of the work week). Like if that’s how you guys want it, why not just salary the staff? Adding to the 40 hour/time off stuff. You do get decent PTO/Leave and stuff. However, you HAVE to use it. Unpaid time off is not a thing. (Note: I’m unsure if this is an industry thing, but all my past roles allow unpaid time). So if you’re sick? You have to use sick leave. Going to the doctor? PTO/Leave. Going to help a family member with something? PTO/Leave. Oh and if you run out? Tough. You have to show up to work or flex your time. If you need extra, HR needs to be involved. Now I’ll move on to some other stuff. Red flag #3. I would honestly stay away from the CS team because I personally don’t believe they’ll have a USA based team forever. During my start there, they announced, out of nowhere and as a surprise to some leaders, that all Patient related issues would be assigned to the newly created Pune team (in their India office). We had just gone through 2 weeks of Patient training, learned this, and basically it was a waste of time due to horrible communication with the department. The USA team would be handling Provider related calls/emails/chats. Not a good sign in my opinion in terms of job security. (Please note the Pune team includes very polite people. This feedback is in regard to jobs moving overseas from USA positions). Now in terms of the job duties itself. If you like to be told how awful you are for not helping, how awful the policies are, and how unfair Zocdoc is to their providers, say no more! This job is for you. Zocdoc markets themselves to providers as an online marketing business to bring them patients. Now, it's a good idea and helpful to people to make appointments. However, there are pages and pages of complaints from providers regarding booking feed and other platform issues. I can understand some policies, but Zocdoc is not willing to bend or implement changes that help the providers. Which isn’t right in my opinion as THEY ARE THE CUSTOMERS OF THE PLATFORM. I can’t tell you how many calls I had with upset providers and I could not do a thing for them. I’d say 8/10 times they ask to speak with a supervisor. And if you could guess, we do not do a direct transfer to the supervisors. We’d have to send a specific email “from the director” stating that “you accepted the terms and conditions upon enrollment” type response. And if they respond to that email, THEN a supervisor might call. If you are a fan of metrics, then this job is also probably for you. They shove metrics in your face, daily, and at least every couple of hours a day. It is anxiety inducing in my opinion. They also give you access to see your metrics and your teams metrics. The goal is for you to have “friendly competition” with teammates to see who gets the most calls, emails, chats, you name it. One metric, I kid you not, is answering the phone in less than 8 seconds. That is the standard. Another one is how many calls you report as “Abandoned.” This one is there apparently because they want to monitor the authenticity of that report. Again, the lack of faith in their employees is really showing here. I know there are some people out there who take advantage of remote settings. But this level of toxic metric micromanagement is ridiculous. One more note for the road. During my interview I was told that “Zocdoc has proudly never laid anyone off. Our CEO would rather take a pay cut than lay off employees.” Well. Right after I left, they laid off 4 people. I had legit just resigned and they could’ve placed at least one into my role. Nope. So that was a lie. Overall awful experience from a tenured CS person. 0/10 do not recommend.

Cons

You can stay with this company if you want to get dumb as they make you do boring work with equally boring pay They say they want to do right by people but that's not true. It's a facade, don't fall for it. Stay for a couple of years, get the experience and leave. There are better companies who respect their colleagues and team members

Cons

Sometimes the work may seem monotonous but there’s always opportunity for growth or change

Cons

•24/7 work expectations • QA team in not well structured and heavy attrition every year. • No work life balance • Limited carreer opportunities for QA

Cons

the pay is so bad

Cons

I think the best way to describe my team would be to highlight the team size during my tenure. In 15 months there were multiple periods with 8-10 people on the team, and multiple period with 5-6. There was one round of promotions whilst there. People were leaving. When I left I got put in touch with an HR rep and didn’t hear from anyone at the company after that. Except a former manager who had moved on themselves.