BigCommerce reviews

Company is growing so there a disorganization and lack of communication

When I first joined the company I was really happy as they sell themselves really well. However, a few weeks after I finished training the reality hit. The micromanagement was something I had never seen anywhere else before. Sometimes you would be in 2 chats at once and a manager would start messaging you asking why the chat was going on for so long. No matter how complex the issues were, there was a certain amount of time that was considered the average to spend on an interaction. The same would happen on a call as well, if they noticed it was taking more than 15/20 minutes you would start getting messages from management. A lot of the times when I asked for help in one of the channels I would get a lecture instead of an actual help. Often I would ask a question and instead of trying to give me the answer a TL would call me to test me asking things such as: “what questions did you ask?” “What article are you looking at?” “Are you sure that’s the right article?” That means I would be in 2 chats with 2 different customers about completely different issues and also on a call at the same time being tested like that. Sometimes I wouldn’t get a call but the answer to my question would be: “it’s in the article”. The KPI is absolutely unrealistic. At the end of the month you need about 90% to pass, which is hard considering the fact that people will sometimes give you a bad survey just because something they want cannot be done in the platform, but this would never be taken into account and you can get warnings for not meeting those KPI’s. The 1:1’s with the manager was always really bad and it would only be about things I needed to improve but NEVER about any good interaction or survey I got. There was no recognition whatsoever. After a couple of months it started to get worse and it affected my mental health. I started to have trouble sleeping and would wake up in the middle of the night having a panic attack just at the thought of going to work next day. It didn’t seem to be like that across other departments from what I heard but that type of stuff was normal for everyone in support, which explains the huge turnover in that department. The Irish team was also very small and overworked. They should have a team at least double the size of what it was imo.