Pros
- Possibility to work from home.
Cons
🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩🚩 If all of those red flags weren't enough, let me outline why you shouldn't work in this company. 1. Broken Promises During the Interview Process: - Promotions: The 9-month promotion cycle promised during onboarding was false. After exceeding metrics for 9 months, I discovered promotions actually follow a 12-month cycle and even then, only if positions are available. Hidden requirements and lack of transparency make career progression a mirage. - Role Stability: Promised stability in assigned roles (e.g., phones, chats, or emails) didn’t last beyond the second month. Employees were forced into roles they explicitly disliked, disregarding their preferences. - Staffing Lies: Despite being told there were 14 agents, the team was consistently understaffed, often leaving as few as 6 agents, or even just one, covering operations. Recruitment promises never materialized. The reason why they don't have staff is because nobody stays and every single person that is hired quits and they all say the same thing "worst job I've ever had". 2. Overworked, Underpaid, and Undervalued: - Chronic understaffing puts immense pressure on remaining agents to pick up the slack without any additional compensation or recognition. - Employees are held to high standards despite inadequate staffing, training, and support. 3. Career Progression Obstacles: - Despite exceeding expectations, promotions are blocked by arbitrary barriers. Promises to train and promote based on performance turned out to be empty. - Requests for flexibility to accommodate further education were flat-out denied, even though the company operates 24/7 and initially hired me as a student. - Unlike most companies, there’s no support or encouragement for employees pursuing education that could benefit their roles. 4. Micromanagement and Moving Goalposts: - Processes and expectations constantly shift without proper communication, creating confusion and frustration. - Employees are expected to repeatedly follow up with management to get basic support, making it feel like another full-time job just to be heard. 5. Double Standards and Unrealistic Metrics: - Metrics like Average Handling Time (AHT) are used to evaluate performance, yet employees lack access to their own data to make improvements. - Survey results are used against agents even when procedures force them into situations that upset customers, leading to poor feedback. Extra: - The training provided covers only 50%-60% of the platform, leaving you unprepared for over 40% of the product's functionality. Despite this significant gap in knowledge, you're expected to excel on calls, often facing situations where you have no idea how to proceed, with little to no support. - Management is heavily focused on micromanaging rather than providing meaningful guidance. In the majority of cases (7 out of 8 times), their judgments or directives are incorrect, yet agents are left to bear the brunt of the fallout and defend themselves because managers are too disengaged or unwilling to take responsibility for their own errors. - Rules are inconsistently applied across agents and teams, despite the company's claims of promoting a "fair" culture and prioritizing employee well-being. This disparity undermines the very values they profess to uphold. - Management presents themselves as open and approachable during meetings, often making promises that never materialize. They frequently ask for feedback and inquire about employee well-being, but when you're honest about the company’s issues, they respond with excuses instead of solutions. To make it better, they often weaponize your honesty against you, making it clear that addressing concerns is more of a performance than a genuine effort to improve. BigCommerce presents itself as an employee-friendly workplace during interviews but fails to live up to its promises. Understaffing, micromanagement, lack of transparency, and refusal to support career or educational growth make this a difficult and demoralizing place to work. Employees are overworked, underpaid, and held to unattainable standards in a poorly managed environment. Would not recommend it.
