Stop Treating this like an Entry Level Role - Support HubSpot Employee Review

-Not enough time in the day to be both a thorough support specialist that SFTC, and gain skills in a specialized area -Most reps work 9 hours a day and are praised for working over time, despite minimum pay. working overtime seems to imply you are better (from a peer to peer standpoint, and manager to employee) -Inappropriate to set a metric for "tickets" as opposed to "customers" at such a high number. I think you would solve for a lot of issues if you hired and trained your support reps in certain areas of the product-- you are doing a disservice to both your support rep and your customer (not setting up anyone for success) -This role should not be advertised as a way to get somewhere. you need to start hiring people that absolutely love to troubleshoot software--you also need to be way more transparent about the types of troubleshooting that is going to be "encouraged" (namely, writing HTML and CSS. This is a huge skill, learning a language... not something to be excluded from a job description or even the interview) -Speaking of "encouraged" troubleshooting... It needs to be way more obvious what a support rep should be responsible for doing. This expectation should begin when the customer purchases the product---and also, make this way more clear during training -Your wiki is disorganized and impossible to find anything relevant, including your Knowledgebase. Noone can find anything in these places by just searching a subject; Google seems to be the solution. Please organize your resources. -Your "culture" consists of primarily white people