Tucows Workplace FAQ

Read what Tucows employees think about their company's workplace. Employees have questions about everything from the work environment, to the dress code and food at the office.

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

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Workplace

7 English questions out of 7

April 13, 2021

What is a typical working day like at Tucows?

Pros

There are great benefits to enjoy

Cons

It's difficult juggling between different shifts

Advice to Management

Great team

It's difficult juggling between different shifts

April 13, 2021

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April 20, 2019

What is it like working with clients or customers 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.

The only goal for support reps is to resolve the person's issue and provide exceptional customer service at all times

April 20, 2019

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January 15, 2020

What is the work environment like at Tucows?

Pros

Pay PTO Benefits Hours Pace Good work environment

Cons

Management was inconsistent Weird rules that aren’t necessary

Advice to Management

Please learn more about your job!

Good work environment

January 15, 2020

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March 25, 2019

How is the office food at Tucows?

Pros

Great benefits 3 weeks paid vacation right off the bat Opportunities for promotions There's always a helping hand Most managers and seniors are helpful and willing to work with you There is time set aside for you once a week if you choose to use it where you can meet with your manager and discuss anything you'd like Food days on a monthly basis, always snacks available to help yourself to and lots of fruits for healthy eating You are trusted and treated like an adult until you give them reason to not treat you like an adult, which I think is extremely fair The company tries to make you feel appreciated as often and best as they can, although they do this for everyone is general in team channels, not normally as a direct message to you, although there are times you may get that depending on circumstances.

Cons

The job can get very repetitive, especially when known issues come into play. Scheduling is a bit unclear on how it works. It's usually good with providing weekends off every 3-4 months. One on one praise on a somewhat regular basis might give employees more motivation to keep working hard. Especially for employees who have been with the company for quite a few years and may feel stuck or in a slump with their position. Really no other cons, it really is a great place to work.

Advice to Management

I do think you should provide your long term employees some sort of benefit with scheduling for being with the company for so long, and it would also help keep them motivated when they possibly feel stuck and maybe help them feel rewarded and not "forgotten about" in a sense. Especially after the whole cost of living situation where new employees were hired on making more than employees working there for 2-3 years. Ever since that happened I know many people, including myself who felt hurt and unappreciated for being loyal/hard working. Other than that, I do really love the company and think you guys do whatever you can to make your employees happy, so kudos!

Food days on a monthly basis, always snacks available to help yourself to and lots of fruits for healthy eating

March 25, 2019

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June 12, 2019

What are working conditions like at Tucows?

Pros

- If you're a developer, you'll get the latest hardware: high-end macbook pro, multiple monitors, all the dongles and hubs you could wish for - flexible work from home policy: as long as you get your work done, you can work from home one or two days a week (also a con, see below) - good emphasis on writing unit tests and a strong drive to bring legacy code up to date - good offering of snacks to fight the after-lunch food coma - decent RRSP program - bike storage area - wide sit-stand desks plus filing cabinet with lock for each employee - a growing focus on employee wellbeing (lifestyle and health spending account with League, good benefits, free massages)

Cons

- If you're NOT a CSR, Tech Support, or in HR / Talent Dev, you'll be sitting in a converted warehouse with poor lighting and no windows! If you need lots of natural light to thrive, better pass on a job here or you will be terminally depressed - Lifer-type employees who have been at the company for 10+ years have a "can't touch me" attitude and will despise new employees who disagree with their immutable notion of how things should be done - Will be hard to find support from your peers on some teams: collaboration seems to be discouraged and independent problem solving is favoured (I was criticized for seeking help in Slack within my first 3 months at the company) - Office is like a museum most of the time which can make it awkward to converse with peers - additionally, office is lacking in spaces for private conversations - There is no additional floor space to add new desks and there are not enough meeting rooms - WFH policy is too lax and seems to be abused which makes it more difficult to collaborate with peers (who has the time to fiddle with video calls for every single meeting?) - No formal career progression plan on some teams for certain roles - Onboarding lasted half a day and then I was thrust into my role with not a clue about how the other lines of business in the company work - Everyone at the company is getting older and having children: if you're looking for a younger, more dynamic crowd, continue with your search

Advice to Management

Place more of an emphasis on skills development and establish a more involved onboarding programme. Employees will do good work if you support them. If instead you treat them as replaceable resources, you'll see burnout and lack of commitment to the company. Finally, stop being cheap and expand the office already.

There is no additional floor space to add new desks and there are not enough meeting rooms

June 12, 2019

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7 English questions out of 7