Tucows Compensation FAQ

Read what Tucows employees think about their compensation at the company.

Tucows has a compensation and benefits rating of 4. If you want to know how much Tucows employees make, head to their Salaries page to see a list of salaries per occupation, along with bonuses.

All answers shown come directly from Tucows Reviews and are not edited or altered.

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5 English questions out of 5

January 2, 2020

What is the salary like at Tucows?

Pros

- Pay is decent, especially considering the lack of jobs currently available paying more than minimum wage. - Benefits are amazing. - A few great fellow staff members who will go out of their way to help you when the people who should help you don't. - Flexibility to work from home if you last past the 6 month probationary period. - Most of the customers are great and easy to work with. - Relaxed dress code.

Cons

- The company loves to claim they aren't like other call centres and other big companies but they are quickly headed in that direction (which I get, but stop proclaiming you're different when you are exactly the same). - Definite preference given to Toronto office (not that what's happening in Toronto should change, but Niagara should receive more/similar). - SO MANY double standards within the company. - Managers don't really know what it is Advisors do so whenever they try to help or guide or criticize, they can vaguely only say 'do better' (which is entirely unhelpful, then you are considered the problem when you don't do better because they told you to do better). - Help can be difficult to receive, especially in a timely manner, even when you are expected to ask for help (whether no one responds, someone responds but doesn't answer any of your questions, or five people respond all giving you very different answers when there should only be one option). - Customer service is considered the top priority (and it clearly was for such a long time) but there is becoming a much stronger focus on numbers (which I get) that often means that customer service is becoming more and more an after thought (though Ting's customer service is still strong, it is definitely headed downwards in priorities). - It can be exceedingly isolating when everyone else seems to have time to chat but your every breath is monitored and criticized so you don't have time to talk to anyone around you, let alone get to know them. - Training is so short for the amount of information to learn and completely insufficient that new hires are basically set up to fail (and from what I've seen, almost no one hired in the past year has lasted past their probationary period). - There is basically no training (since there's not enough time for it) for how to be successful in the role (i.e. they say that they don't want any templates for emails but in order to get your emails done quick enough you need your own templates and macros). - In fact, very little is shared on how the Advisor will be evaluated and what is expected of the Advisor and their work. - Basically no role in the company seems to know exactly what the other roles do, so communication is limited and actual empathy (not just empathetic words) is practically nonexistent (e.g. I have no idea what it is the managers do most of the time but it seems like they get paid to spend their time doing arts and crafts, making pancakes, chat with other managers about their personal lives, taking many personal calls, and monitor Advisors closely without having the faintest clue whether the Advisors are actually doing things correctly, since they don't know the job or any of the knowledge). - New hires are monitored quite closely (as they should be for training purposes) but if the new hire is at all considered insufficient then that monitoring quickly changes from for training purposes to hindering (it is difficult to work properly when someone is watching your every gd breath) and babysitting (despite a company mantra of 'You are an adult so we treat you like an adult,' your every second is recorded and watched like a hawk and which is beyond stressful and can greatly impair work and any improvements). - Little also seems to be done when an employee is harassed by another employee (and then management wonders why so many people work from home and hate coming into the office). - Superiors within the company (especially at the top of the customer service end) genuinely have no idea what it is like to work as an Advisor and what the role is actually like, so when they make and change the rules for the role and how the role is evaluated, it is rather detached from the role itself. - If you struggle in the role (which everyone I spoke to who was hired within the past year has been majorly struggling in the role and most have quit) and try to be open with superiors within the company about how you are struggling then you are immediately shut down and greeted with "don't make excuses." Honestly, I could continue but I am exhausted just from thinking about everything I have listed so far.

Advice to Management

In your own words: do better. Training needs to be more extensive (and not within the same amount of time - that is too much information in too short of a time to retain everything, especially with the increase focus on hiring people with the customer service know-how rather than the tech know-how). Make sure new hires actually know what is expected of them and how they can be successful in the role BEFORE starting on the floor. Too much is currently being left for them to figure it out themselves and then you keep wondering why so many are failing. Allow trainees to actually see how a few different agents approach calls and emails so they can see a variety of what is working for others so that they can better figure out what will work for them because there isn't time for most of the trail and error (which can take months, if not longer, to work through until they find what actually works for them if they have to come up with it all on their own). If new hires are starting on the floor during a busy time, maybe allow then some leeway time between calls (maybe in No Ready for Calls) for a few weeks so that they don't become completely overwhelmed and burnout right away. Myself and other new hires I spoke too were ALWAYS struggling and felt like we were completely drowning and the only real response we got from our superiors was "don't make excuses" and 'do better'.

Pay is decent, especially considering the lack of jobs currently available paying more than minimum wage.

January 2, 2020

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April 20, 2019

What are other benefits and incentives like at Tucows?

Pros

-Very good benefits -Freedom to work from home -Fresh fruit daily and catered lunches every month -Open door policy with management, always welcome to voice concerns, which are actioned quite quickly -Extremely respectable approach to how customers are dealt with; no upselling or cross-selling, no sales targets to hit. The only goal for support reps is to resolve the person's issue and provide exceptional customer service at all times

Cons

-Tremendous turn-over, causing teams to become as much as 4 weeks behind on email requests, and have wait times for phones and live chat go as long as 45-50 minutes, which is terrible -While compensation is somewhat above average what many companies with high volume call centres may offer, it is also considerably LESS than what a number of other companies also pay -The belief that "cross-training" agents between brands is the magic fix to the insane backlog being had across all lines of support; this is NOT the answer. Similarly, if agents are being expected to do the work of multiple brands all at once, pay should also be increased, commensurate to the significantly expanded workload that goes hand-in-hand with cross-training.

Advice to Management

For the amount of work advisors are buried with daily, the pay being offered should be raised significantly. The staffing crisis we've been faced with for months will never improve otherwise. More tenured agents will continue to leave unless the company can offer the financial incentive needed to retain staff.

While compensation is somewhat above average what many companies with high volume call centres may offer, it is also considerably LESS than what a number of other companies also pay

April 20, 2019

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June 21, 2020

Does Tucows offer a yearly bonus?

Pros

- work from home option even before the pandemic - cool coworkers - free food when in office

Cons

- management needs work. A LOT of work. It’s hard being completely open with management about issues since job security is non existent. - “seniors” which are the supervisors lack diversity. Mainly white males and not enough women or people of colour. This is really showing of a company especially at a time like this. A BLM post does not suddenly fix your diversity issues. -no opportunities for growth. Yearly raises are literal pennies even if you have done well throughout the year. - management again. - the CEO is basically a ghost we hear about every once in a while. - clear priority goes out to their Toronto office. No room for growth in their St. Catharines office. The building is outdated and frankly seems unsafe. - their best employees still don’t feel as such. There’s not enough gratitude and if there is, it’s all words. The company is well off enough to give more to the employees rather than slashing customers bills for absolutely no reason. - you will feel overworked immediately when you start the job

Advice to Management

Read the reviews. There isn’t something here in all the reviews that shouldn’t be addressed. Give more to your customer service reps and maybe they’ll start showing up more than just the routine “how can I help” monologue every day. Teach customers to fend for themselves. There is no reason for a company to be so heavily reliant on calls anymore. Amp up the help articles and email and chat support and start working on eliminating calls. Your customers are abusive and there is no reason for anyone to be abused daily the way that your csr are.

Yearly raises are literal pennies even if you have done well throughout the year.

June 21, 2020

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June 25, 2021

Does Tucows offer a daily bonus?

Pros

Pay is good due to poliocy

Cons

People do not take breaks

Advice to Management

None

Pay is good due to poliocy

June 25, 2021

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April 12, 2021

Does Tucows offer bonus pay?

Pros

The benefits are about the only good thing now and the wage is okay depending on where you get hired.

Cons

I've worked for Tucows for a while now and things have changed drastically for the worst, at least for the fiber internet brand. Ever since there was a change of leadership about a year ago, every tenured advisor has been shafted and opportunities stripped without reason. The company has adopted more of a call center mentality at the detriment of it's employees. Managers are very aggressive and unapologetic especially when it comes to hitting your quota...You won't even get a proper bonus for hitting your quota, just a measly $25 gift card and a pat on the back. Management is very ego driven and it shows, they will blame the entire team or an individual for a mistake instead of trying to fix, correct, and taking ownership of an issue. They also willingly ignore issues if it doesn't benefit them. There's also blatant favoritism among management, if you're not a backscratcher you're not going anywhere even if you've put in a lot of work and time into the company. But if you're new, you will be treated as royalty and given every opportunity possible (which isn't a bad thing) until you fall out of favor. If you've been with the company or brand for a while, you'll be treated as a serf. Worst of all, it's turned into a very competitive environment. There's no more sense teamwork or community. And it's not just me saying this, a lot of colleagues have expressed the same sentiment especially among the tenured advisors. I think management seriously need to take a course in leadership training, because overall these issues fall back onto them and cannot be ignored.

Advice to Management

Stop treating your employees as mere numbers and start treating them as human beings as you once did pre-2019. Management also need to give equal opportunity to everyone on your teams because at the end of the day it doesn't benefit the employees, the company, or management.

Managers are very aggressive and unapologetic especially when it comes to hitting your quota...You won't even get a proper bonus for hitting your quota, just a measly $25 gift card and a pat on the back.

April 12, 2021

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5 English questions out of 5

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