Good in general but performance metrics don't align with company culture code - Customer Support Specialist HubSpot Employee Review

3.0
3 Dec 2021
Recommend
CEO approval
Business outlook

Pros

- Most people I work with are great, supportive. My manager and team lead do make me feel that they care about me as a person. In general, positive environment - Love the free book program - Love that I actually can use the unlimited vacation benefit and my manager encourages me to use it

Cons

METRICS - Having to reach 14 web tickets or 23 chats per day + all follow-up cases is very unrealistic to be able to have the mindset to Solve For The Customer. - Our performance metrics go against the CORE value of the company SFTC. I can't go above and beyond for the customer with the mindset: I still have this many tickets/chats to complete, are you done so I can move on to the next customer? And how can we not have that mindset when we can only reach the metrics if we spend a minimum amount of time on each ticket, as short as possible. - With the stress of having to meet the metrics, you can't even enjoy team events because doesn't matter if that's team events or meetings, you're still expected to meet that metric.

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HubSpot Response
4y
Sorry to read of your frustration within Support--I had hoped some of the changes the leadership team made here would help, so I will ensure to work with our business partners and Support on any areas where we can best or better or partner here to improve. Thanks for sharing your feedback with us, Katie

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