Pros
Company perks are okay, but apart from that absolutely none.
Cons
1) working at Lightspeed was one of the most stressful moments in my life. 2) insane borderline obsessive micromanagement. 3) No communication between agents, you get harassed by your team lead to leave notes on tickets while other agents leave them empty without any repercussions leaving customers hanging without any follow ups. Expect agents to be dodging calls at any given opportunity. 4) Expect your 1 on 1 meetings to be delayed as team leads ( in my experience was always 20 mins late). 5) Team meetings were literally useless, no agents were talking absolute silence and no exchange at all ( awkward) The team lead ask you questions on how they can improve things, once you give a proposition it will never be brought up again. 6) Training covers about 15 percent of surface scenarios that will actually happen. 7) 4 weeks of intense training by the end of it you forget half of it. 8) No scripts available ( You are meant to take time to make you own “scripts” and the support pages available are disorganised, messy and won’t help you most of the time. 9) When you pass training you are meant to only handle 1 chat at a time for a few weeks and gradually make your way up. As soon as the first week passes we were put on handling 3 chats at once. Like really ? Is this optimal for someone who barely got to know the system ? 10) Product not very optimal for customers, customers basically called the support everyday with different continuous issues. Not what you want if you’re paying big amounts. Which lead to very uncooperative customers on phone. Understandable as their businesses were constantly stalling due to software or hardware issues. 11) unrealistic metrics to hit and if you do, you are most likely losing hair. 12) Escalation agents were super dismissive, if you went through the proper process you need permission from a level 2 agent to escalate an and when you got permission the issue was most likely returned to you by escalation team and that process took hours leaving customer more and more frustrated. 13) No higher ups working weekends, which means that if you’re working on weekends and get a case that needs escalation, you were most likely screwed unless you perform a miracle. 14) The pay was definitely not worth the job considering all the issues listed. 15) Trainers would literally criticise and evaluate someone’s intelligence if they were slow in training. ( Did not happen to me but trainers and leads felt comfortable around me to make those kind of comments, since it was done to other people you would assume the same thing is happening to you behind your back) 16) On top of the incredible workload, you are meant to independently take tickets from an unassigned queue even if you are on calls / chat. Which means that if you are working on a complex case via email you had to drop it and immediately deal with another complex issue. 17) My whole time working there, I never heard my team lead say a single positive thing. It was all about improving and when you improved not a single mention of it (always focusing on negatives) 18) A lot of people were made redundant and that can happen at any moment as I was told by higher up individuals. (not where you want to be if you are looking for something stable). 19) The software used by the company to operate the support line was a nightmare ( bugs and glitches) sometimes impossible to login as you had to open and close the system multiple times leading you to be late on most occasions. 20) One small mistake will get you in serious trouble. 21) You get told to be there 30-20 minutes early but when you are 30 seconds late it impacts your performance metrics. 22) Procedures were extremely unproductive and almost lead you astray. When customers were not happy with company policy they would immediately give you a bad rating. And when you ask for the rating to be removed your team lead will literally find any excuse to not remove it and blame it on ( wording, email was not good enough, you did not follow proper procedure even though you did which ultimately will impact your overall score / metrics. 23) You will also feel like an accountant sometimes as business will contact you so you can do the math for them. 24) You will also deal with a lot of administrative issues that will consume time that could be utilised to improve your statistics. 25) The amount of angry customers due to account managers not replying to their inquiries was concerning. I will stop here. Please note that all the issues listed were noted by me one by one as they happened during my time there and now that they’re all put together it looks concerning.
