- Benefits lessened since all of tech has been suffering. We used to be able to order one free kindle book a month, this was taken away. We used to also be able to give quarterly bonuses to our colleagues for helping us, this was also taken away. Unlimited paid time off has been taken away for support reps. It's not something management would admit, but it is the case. -Support department is struggling intensely and it shows. Everyone appears overworked and burned out from the work of a support rep. - Management and senior management have unrealistic expectations of support reps. There is little appreciation for how difficult the job is. - There have been incentives to do more units of work (tickets), with a "chance" to get paid for it (not even a guarantee, just to be in with a chance to "win" some money) which has removed my faith in management as it is clear that they have no appreciation for how difficult and draining this job is. If you do extra units/work, you should get paid for it. Simple as. - The job itself (support rep) is difficult, it falls under "customer support" but it is a very technical role, with high metrics and expectations, and the salary of 38k - 45k doesn't match the demands of the role. - While we have unlimited paid time off as a listed benefit, support reps are being discouraged by managers to use it, because senior managers are telling them we need to take a certain amount of units/tickets every month. This is a new metric introduced to limit time off. If you are off for 2 weeks in a month, your units are naturally going to be less, but then you are questioned about why your units are less for that month and it's used as a reason to give you a lower score on your performance review. It's incredibly unfair to offer Unlimited PTO and then penalise support reps for availing of it (and often it gets rejected anyway) - this is becoming more of an issue too, as senior management are deciding randomly to change the expectation from support reps without communicating this to us. - HubSpot experienced huge growth during covid, and hired a lot of new support reps. There are now so many support reps that there is nowhere for them to go in terms of internal mobility. Maybe it used to be the case that support was a "foot in the door" but we are so limited with where we can go, and when a role appears, people are going for the role 3, 4, sometimes 5 times before getting it. I acknowledge it's a tough one to solve because there can only be so many roles one can go into from support, but it's a shame there is such a lack of internal mobility. - There is no flexibility in the role, it's the nature of the role that you need to be available at a certain time for customers, but we are not compensated fairly for the lack of flexibility compared to other roles. - There is nothing in place for retaining employees who have been in the support role 2+ years. - There are always great events happening, in-office or via Zoom, however support reps don't get the luxury of attending these because we have to be available for customers and there is an extremely high emphasis on hitting daily metrics, so support reps don't have the option to attend these events.
