Pros
- Competitive pay and benefits for an entry-level role - WFH option - Respectful atmosphere for the most part - Internal processes are quite fast, never had an issue with payroll or raising a ticket to IT.
Cons
- Targets are held over your head with a gun for multiple KPIs - core KPI is Units of Work, this metric is an absolute farce. Your work output is measured in units toward a specific goal, the target being 12 units a day, you will have days where you don't meet the target at no fault of your own because you got stuck with a demanding client for 2 hours. You will be told it's OK to have bad days, when the reality is that if your numbers don't add up to what they want to see they will pressure you. You will be put on a PIP for not meeting targets, it is very cutthroat. Every day is a grind when you're behind on target, and most days feels like an uphill battle unless you get lucky with the tickets. - No support from management/ I was supported by a Tech Lead for quality reviews and coaching, my manager was non-existent beyond offering incredibly generic advice and politely threatening you to get better results. Management do not have a clue about the actual work that goes into the typical Hubspot Support ticket. The Tech Leads are doing the heavy lifting and management are simply looking at numbers on a screen. - Grind culture: Despite being a multi-billion dollar well established company, Hubspot operates itself like it's a brand new tech startup. The grind culture is present from the very get go, and many members of the support team are consistently working beyond their scheduled hours to meet KPI targets. Management pretends this is not an issue, there is a consistent level of toxic positivity about everything. - Constant change: Internal processes are changed constantly, just for the sake of changing things. Management are just throwing darts at a board and not really listening to the issues people are facing in their day to day work.