Disheartening, Draining, Exhausting - Anonymous employee Kazoo Employee Review

Thank you for taking the time to share your perspectives. While I'm pleased to hear that you recognize many of the incredible attributes of Kazoo (great people, commitment to DEI and our unlimited PTO approach), it's apparent that we still have some work to do in overcoming post-pandemic burnout. The Executive Leadership Team (which includes me) is very focused on giving the overall Customer Success team more support. While historically we have had some breakdowns in communication across teams, we have made several significant investments and changes across the last five months to help support CS and our customers more quickly and easily (with even more to come). I have the privilege (and please know that I mean it when I say privilege) of leading the Customer Success team. I actually do, on a regular basis, join customer calls and I believe that I do have a good sense of what's happening on the ground. These observations, conversations with CS team members, and looking at our own CS/Support data, have informed a lot of changes and investments that we have made recently (including adding 25% more staff to the CS team since the early summer, and backfilling for a number of professionals who have moved to other roles within Kazoo). I assure you that I continue to be an advocate for the CS/Support teams so that we can make the best possible decisions for our company and for our customers. Last, you're right -- one of our legacy products (that we are retiring as we speak) was super clunky. Despite being used by a smaller number of our customers, a vast majority of the issues actually are tied to that product. That's why Kazoo made the investment 18 months ago to rebuild a better platform -- what we refer to as The New Kazoo. We are working hard to move clients to the better product, today, which will improve our customers' experiences, and those of our customer-facing employees. But, all that said, in reading your note, it's clear that the investments we're making are either not enough, the change isn't coming fast enough, or we're not doing a good enough job communicating with you. I'm always eager to hear feedback, but more importantly to do something with that to make a difference for our team, and for Kazoo. I truly welcome the opportunity to speak with you directly, should you want to take me up on that offer. Alternatively, your manager or a member of the P&C team is available to help us better your experience at Kazoo. -Monique McDonough, COO