Good Intentions, Poor Practical Applications and Personnel - Tier I Technical Support Representative BigCommerce Employee Review

Thank you for your feedback. We're sorry to hear you didn't enjoy your BigCommerce experience, but we must respectfully disagree with some of your characterizations. The nature of our tech support team means we must be very metrics and attendance focused to take care of our customers. However, the metrics are very achievable and are rarely missed by any agent. We regularly benchmark our metrics, including attendance, sick time and break time with industry peers and are more generous than the industry standard. Our tech support team members participated in the review and design of these standards to ensure transparency and accountability. We are also committed to the recognition and development of our tech support team. We’ve had over 25 promotions in the last 12 months alone. And there is so much internal career opportunity, that former tech support members now make up over 10% of the rest of the company. Backing up those promotions and moves involves robust training: four weeks of new hire training; 6 additional months of required e-learning; LinkedIn training access; and company provided educational assistance. We also have ongoing rewards, feedback, and “employee of the month” programs, including raffles, cash bonuses, and trips to San Francisco, all while paying more than double the state minimum wage. Our tech support management team is predominantly composed of former tech support team members. Having been in the role themselves, no one is a better advocate for our tech support agents. We have not and will not ever tolerate bullying or inappropropriate behavior, in Slack or otherwise, nor do we engage in any kind of nepotism. In our last several anonymous employee surveys, our tech support management team averaged over 95% favorable support from the support team. No team or role is the right fit for everyone but our employees and on-going industry benchmarking tell us that the sentiments shared in this review don’t accurately reflect what most others experience at BigCommerce.