Since it's a startup, it's a work in progress. There's a lot of trial and error going on with the processes being done in Customer Service, so sometimes things change on the turn of a dime and it can be overwhelming if you aren't able to handle frequent updates to processes and don't take notes.
-Change is slow moving. While they have an open door policy to ideas to improve processes, sometimes those ideas dont come to fruition for weeks or months, if at all.
-It can be hard to know who to go to if you have an idea and who needs to be hearing/documenting these items so they can be piloted or implemented to help the company. Chain of command/department contacts isn't too clearly defined.
- Communication within the department could be better. Sometimes changes are announced in a group chat, which is also filled with common conversation. Updates are not easy to spot in the chat and it would be better if the department was emailed once or twice a day (if needed) to update the team, not in a chat where you can easily miss the information if you are busy on the phone or out of the office on PTO/sick day.
- A little concern with how promotions are given. It seems some people have received leadership roles but are making mistakes that someone new to the company would make on a file. Doesn't set a good example for the people they are managing and leaves concerns that these people will start making those same errors, creating more errors and causing files to be triaged and delays in servicing customers. Curious as to how promotions are determined.
