Collaborative culture with room for process improvement - Customer Success Lead Kapture CX Employee Review

Some employees try to help each other, but the poor environment makes it difficult for anyone to succeed.

The leadership style is controlling and dismissive, with little interest in employee feedback. Staff are routinely pushed to work 60+ hours a week under constant pressure, which has created a toxic workplace where burnout is normal. The company refuses to spend money on the tools and resources that employees need, leaving teams to struggle daily with outdated or inefficient systems. Training and career development are almost nonexistent, so there is little chance for growth. Recent layoffs were the direct result of poor management decisions, but leadership avoided accountability. Morale is extremely low, turnover is high, and the overall environment is unhealthy and unsustainable.

Managers encourage ownership and provide guidance when needed. Good scope for professional growth.

Workload varies during peak periods.