1) Cameras Required: In 2025, cameras became mandatory for the entire onboarding team. Previously, cameras were optional. This change was implemented without clear justification or supporting data.
2) Minimal support/unrealistic expectations: There's an expectation to handle difficult customers effectively, even when sales reps or POS OC's haven't set proper expectations. This often results in onboarding team members bearing the brunt of customer dissatisfaction with limited management support.
3) Customer dependency: Customers are often accommodated throughout their lifecycle, sometimes at the expense of team workload. After menu reviews, customers can request additional menu-related tasks, which the team is generally expected to complete. While upper management advises pushing customers to attempt tasks independently, customer complaints or threats to leave the service often result in the team having to complete these tasks anyway. This approach can lead to work-life balance issues, despite the company’s claims to prioritize it.
4) Collaboration challenges: While some POS OC's and sales reps communicate effectively, others may escalate issues to management without first addressing them directly with the menu team. Some POS OC's occasionally fail to provide necessary documentation or notes on projects, leading to review cancellations and conflicts.
5) Diversity and inclusion concerns: The customer base appears to lack diversity, which can lead to challenging interactions for team members from underrepresented groups. Some customers have displayed microaggressions or changes in demeanor based on team members' appearances or accents. Upper management may struggle (they normally do) to fully understand or validate these challenges, as they may not have personally experienced similar interactions. This can create a disconnect between employees’ lived experiences and management’s understanding of diversity issues in customer interactions. Inclusion is an illusion.
6) Compensation and career advancement: The compensation may not reflect the workload of the role. Career advancement can be challenging, with factors beyond job performance (such as after-hours engagement and team socializing) potentially influencing promotion decisions. The work environment can sometimes feel cliquish, with an emphasis on social participation that may not suit all personality types or personal schedules.
7) HR Team and DEI Team support: Some employees have found the HR and DEI departments less helpful than expected in addressing concerns unique to a certain group's experience. Those that look like you do not mean they will advocate.
Note: The company has experienced layoffs twice in the past two years, most recently in February 2024. Potential employees should be aware of this when considering long-term job security.
