If you want to feel valued/appreciated, don't work here - Operations/Customer Success Dolly Employee Review

Expect, if on the Operations/Customer Success team, to be treated/compensated as second-class employees in comparison/relation to the rest of the teams within the company Expect to be overworked, underpaid, undervalued, 100% expendable, and held accountable on a daily/weekly/quarterly basis for multitudes of issues and KPI’s that are often outside of your direct control Expect to have a boss who is a faultless "yes-man" and a tool of the upper management, not an advocate or ally of yours for any frustrations that you or your team experiences. The best way to keep your job is to keep your head down and work Expect your direct boss to be an often-dishonest and (at the very least) a poor communicator and do not be surprised when something said to you in person (i.e. a praise, an expectation, etc) is changed or contradicted in an inconsiderate, impersonal manner via a late-night, cryptic email or performance review to fit their underlying motive or narrative Expect mid-level Ops management and the company leadership as a whole to not care at all about you, your short/long-term career development or goals, etc Expect the day-to-day work to increase your stress levels and decrease your mental health Expect to be answering phone calls for 4-6+ hours/shift Expect the Spring/Summer (especially end of month shifts) to be some of the most stress-inducing and soul-crushing experiences imaginable, with a never-ending stream of customers and contractors constantly calling, texting, and emailing you their problems/disputes/grievances while being anywhere on from curious to mildly frustrated to downright irate, screaming/swearing at the top of their lungs at you for something that has gone wrong during their move Expect any shortcoming of other teams/departments to be shoveled into Ops’ long list of responsibilities, especially technical bugs and problems, which the Dolly app is riddled with Expect a constantly changing set of managerial expectations or "S.O.P.'s (standard operating procedures) for various customer support scenarios. Make sure to stay up to date on these, as you can/will be punished for doing something today, which you were allowed to do yesterday Expect, during busy times (spring, summer, end of months) to have 50-100+ or more urgent customer/contract emails and texts to respond to, but also be expected to answer every incoming phone call and return every single voicemail or phone sale from impatient customers who refuse to create a Dolly on the app by themselves, regardless of how many more urgent issues await your response Expect some of these grief and stress-filled scenarios to happen while the rest of the company enjoys leisurely afternoon h'oeuvres d'oeuvres parties, (therein lies a glimpse into the 1st/2nd class company division) Expect Dolly to internally identify itself as a scrappy startup that values putting customers first. Expect to discover this^ to be nothing but hot air when you have 50+ angry customers and contractors urgently awaiting help/responses from your paper thin-stretched, understaffed support team, and the rest of the company ignores your teams’ cries for help because pizza Expect to be misled regarding potential for growth/promotion/upward mobility. Do not make the big mistake of thinking ANY patience/loyalty/long hours will be rewarded if you decide you want to climb the short ladder that exists within the Ops team/company Expect the dangling carrot on a stick metaphor to be an apt one for your prospects of becoming a salaried employee If you do get promoted into a mid-level, salaried Operations role, expect the concept of work/life balance to not exist. Whereas in other jobs this might be true or worth it because of compensation, expect that that won’t be the case at Dolly and that your skills will be compensated well-below market rate for Seattle If salaried, expect that to succeed in completing your new job responsibilities, you'll have to increase your weekly hours to that of an employee who makes double or triple your salary, and expect that complaining about this injustice could/will eventually lead to your termination Expect extremely high turnover in entry-level positions, which will lead to you/mid-level salaried Ops employees having to work overtime in order to appease the unrealistic expectations set by “leadership”