My time as a Customer Support Specialist at PitchBook was defined by micromanagement, internal politics, and a complete lack of trust from leadership.
The environment is extremely controlling. Every aspect of your day is monitored — how long you are online, how long you step away from your desk, your breaks, your output, and even the smallest details in your work. Weekly audits are carried out and even minor issues like a spelling mistake are treated disproportionately, often in a way that feels more like being told off than being coached.
There is a constant sense that you are being watched and evaluated at all times. It creates unnecessary pressure and makes it difficult to focus on actually doing your job well.
The culture within the team is one of the most uncomfortable parts of the experience. Management openly discuss employees behind their backs, and over time this becomes very obvious. You start to feel it when you come into the office — the looks, the tone, the shift in how people interact with you. It creates a workplace where trust does not exist and where people feel on edge rather than supported.
This culture is not accidental — it reflects the tone set by senior leadership, including the Director level within the London support function. The approach to management appears to prioritise control, criticism, and constant monitoring over trust, development, and employee wellbeing, and this is felt across the entire team.
In the London support team specifically, speaking up or voicing concerns does not feel safe. Attempts to express how you feel or raise reasonable points can be met with a defensive or aggressive tone from leadership, even when no challenge is intended. This creates an environment where employees feel discouraged from speaking openly, reinforcing a culture of silence rather than transparency.
Even for high performers, recognition is minimal. Weekly 1-1 meetings are heavily focused on negatives, often repeating the same points, which becomes draining and demotivating over time.
A major example of how little employee feedback is valued was the decision to move to a full 5-day in-office policy. Despite the overwhelming majority of employees not wanting this change, leadership — including senior leadership within the London support organisation — pushed it through regardless. This led to a noticeable number of employees resigning or actively looking for new roles, which highlights how disconnected leadership is from the wider team.
There is also an unspoken expectation to be in the office 15–20 minutes before your shift starts so you are “ready,” despite not being paid for that time. Breaks are closely monitored, reinforcing the lack of trust in employees.
Even basic needs are monitored. Time away from your desk, including bathroom breaks, is tracked and questioned. If you step away too often or for longer than expected, it is raised and scrutinised regardless of the reason, which feels unreasonable and uncomfortable in a professional workplace.
The most concerning part is the lack of basic empathy from leadership. Even when employees are dealing with serious personal situations such as bereavement, expectations and treatment remain unchanged. There is little understanding or human consideration, which reflects poorly on the leadership culture being set.
Overall, this is not a supportive or healthy work environment. It is highly political, heavily micromanaged, and emotionally draining. The issues appear to stem from leadership at the top of the support structure, and unless that changes, the experience for employees is unlikely to improve.
