A Pastel-Colored Hindenburg - Customer Support Zola Employee Review

1.0
Nov 26, 2024
Recommend
CEO approval
Business outlook

Pros

- Decent medical benefits, but in a perfect world, that would be a forgone conclusion for ANY company. - They were, at one time, supportive vis a vis work/life balance.

Cons

What was formerly a pleasant place to work has taken an insidious and unsettling nose-dive into outright "corporitization", wherein many of its purported core values and tenets ("Anything for Love", "For All The Days Along the Way") only apply to those above a specific pay-grade. Virtually anyone on the lower rungs of the ladder have extra, seemingly superfluous busy work fobbed upon them at no extra compensation, and will be made to feel demoralized and lesser-than when those expectations are not met. This also applies to those of us who are work-from-home parents and had been with the company from the literal ground floor for the better part of a decade. Additionally, things that were told in confidence to management were eventually used against me at subsequent performance reviews. What is more is that they dehumanized me and my family by referring to my daughter as "a disruptive work from home environment" in reference to one-on-one meetings being interrupted by my baby daughter occasionally being in need of my attention. They did not even refer to her by her NAME. The TLDR of it is this: they non-entitized my family, and tried to take me to task for being a good parent. True story - At my four-year work anniversary, there was a big hullabaloo over it. I was given $750 in Zola Store Credit, I got a personal slack message from its CEO, and there was an overall feeling of good cheer in the midst of uncertain times (this was at the height of the pandemic in 2020). Fast forward to 2024, I receive $200 in store credits, and a hoody with the company's logo on it. The fact is that there was never any incentive for anyone on my level to care more. I made well-under 60k per year and had been a loyal worker for over eight years. But hey, at least I got a hoody out of it. I cannot help but wonder that if I looked and dressed differently, and somehow worked closer to Shan Lyn and Rachel Jarrett, I would have been treated with more humanity. As it stands, I would heartily recommend not getting aboard this pastel-colored Hindenburg of a company.

Explore other reviews about Zola

5.0
Feb 2, 2026
Recommend
CEO approval
Business outlook

Pros

Team and perks are really good

Cons

Can't think of any cons at the moment

4.0
Apr 4, 2026
Recommend
CEO approval
Business outlook

Pros

I really enjoyed the culture and benefits while working at Zola. Every member of the team made themselves available for questions and help. There was never a time where I felt I couldn’t ask a supervisor a manager or team member for something and they would be annoyed or leave me hanging. Everyone is really so helpful.

Cons

The SNI agents ( mostly remote workers from the Philippines) cherry picked which tickets they wanted to tend to sometimes they took to the more simpler tickets to keep their numbers up and reroute it the more intricate tickets back into the queue. Management was very good about calling this out when we complained about it and sent out several announcements request requesting that this and requested that everyone take responsibility for the tickets that are routed to them. Unfortunately, my contract was not renewed because the company employed bots for our roles. I felt that this was greedy and disingenuous, but I do understand that majority of companies are moving in this direction for entry-level position positions.

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