Here are my general experience, which I strongly believe other coaches will agree as well: APAC HR says they are always available for us if there are any questions, yet revert us back to our leads when we reach out (vice versa, creating a never ending, useless loop). This company does not value mental health as advertised, a teammate reached out about a difficult situation at home and got let go immediately with 0 effort to discuss alternatives or resolutions. What shocked me the most was the lack of compassion or empathy during the process, the most accurate word I can think of is heartless. Training was rushed and insufficient. They will sugarcoat it by “you’ll only learn once you dive into the job”, which looking back, is them dodging responsibility to create an adequate learning curriculum. I’ve only learned because of how helpful my teammates were. Management will say metrics don’t matter for now and still call you out on low numbers (which is because of the lack of training). There is a clear bias in the management between coaches in LATAM and APAC, felt throughout the department. You can only grow in the company if you sugar coat, agree to all the changes and keep your head down. Since we coach first hand with the customer, we understand their frustration and when we provide feedback to leads, nothing is done by management to improve. Eg. All the new initiatives in 2023 are metrics focused (quantity), and not customer satisfaction/finding resolutions (quality) focused. There is no such thing as good enough, even if you are a top performer, you are still expected to go above and beyond your target, with 0 compensation/bonus or any positive reinforcement, this naturally leads to burnout and frustrated employees. Leads encourage us to volunteer for positions that require more work but same pay, only for “visibility” (Whistle, CB Amplify, Advance Support), and still pressure us to reach the point system. No annual salary increase, very non-existent end of year bonus. If raised to the management team, we'll get a "we'll consider it". Not to mention sacking an employee who had been here for 4+ years and had so much knowledge on the PMS to cut costs, then asking the existing employees to take on more work. Even though management knows that the scoring system for coaches is faulty and unfair - they still release it and use it to determine how each coach is performing. There are many nuances that are not considered in this scorecard which determines how someone is performing. As a result, we don't value "stronger together" as our value but more of "survival of the fittest". Coaches are put on PIP and once they are in, it is impossible to get out. Being on PIP means slaving away and if one little thing isn’t met (eg. didn't update your slack status or didn’t react to a lead’s post), you’re either on PIP forever or sacked, no questions asked. Many coaches are being put on PIP with 0 initiative on how they can actually improve their knowledge of the PMS, only how they can reach the numbers for the month. Leads rarely check in and coaches are left in the dark. Leads build a plan all surrounded by metrics (quantity) instead of the quality of work. QA also stopped grading our tickets which shows how Cloudbeds is moving away from quality and only focusing on quantity. They want us to do more than what we are expected to do (go above and beyond), and instead of motivating us in a nice way, leads use words like “you are replaceable”, “if you don’t do well, there are other people lining up for this job.” This company has no idea on how to keep or boost morale and doesn’t follow their values of “stronger together”. They asked us to request our PTO for the full year since it might not get approved if we wait. Instead of hiring more coaches for coverage they are expecting us to already know what we want to do in Q4 when it's only January. We were promised work laptops from 2022, which was never fulfilled. Outdated tool to manage activity, leads to micro managing instead of spending actual time pushing more training sessions to improve the quality of coaches. This shows that Cloudbeds has no idea how to retain talent or push potentials, they only know how to punish and fire underperforming ones. High performers are not rewarded sufficiently and given more work.
