ShopKeep Reviews

Pros

Compensation was recently bumped up, bringing it from far below the median to slightly below. Unlimited PTO is a great benefit. It's the only reason many of us are still here. Several people in Customer Care have managed to move horizontally to other positions.

Cons

Don't be fooled by the attempt to place the veneer of a progressive startup culture or a dynamic, 21st century support team over this thing. ShopKeep Customer Care is little more than an old-fashioned call center. Volume is overwhelming, burnout is rampant. Training is rudimentary. Turnover is staggering. Workload is crushing. Morale is abysmal. Our strategy is based around average handle time, so we rush customers off the phone at all costs and absolutely minimize followup. This leads to a vicious cycle of neverending callbacks over unaddressed issues. There are draconian attendance policies. There are also policies for automatic warnings and termination if you accidentally give out the wrong info on the phone. There is creepy unannounced call monitoring. Our idea of workforce management is to appoint some advisors to roles where they do little more than harass other advisors to cut followup and take more calls. Zero trust in the team. We suck at staffing and our systems prevent us from getting even the basics done for customers, so they are always angry at us. Our daily tools are laughably outdated and inefficient. We use salesforce to do technical support, and we spend a lot of time copying from one part of it and pasting into another. Inflexible 1980s-style procedures create mountains of pointless busywork for everyone. This isn't just "growing pains." A rotten culture of hierarchical behind-covering and thoughtless rigidity has infected the DNA of the team. If you're a career call center drone with zero initiative looking to stagger on to the next endless slog, ShopKeep Customer Care has sadly become just the place for you. If you're conscientious, inquisitive and and into doing good work, avoid at all costs.

Pros

Decent intro to sales for recent grads

Cons

Incompetent management. Bad product and they hire questionable salespeople. Incredibly high turnover rate and bad training overall. Very limited horizontal and vertical mobility

Pros

Very good work-life balance, generous PTO and some of the people you work with are really great.

Cons

Boys club exec team Horribly disorganized HR team that never takes the feedback they ask for No structured career growth path outside of Engineering No appreciate for employees outside of Engineering and Sales Management/Execs jump from idea to idea and constantly switch gears without any strategy backing it up

Pros

Good technical team-mates. Trips to NY and conferences. Management care about their employees. Good work life balance.

Cons

Too many meetings for rituals re: Agile - takes away from the development experience. However this is true in any company.

Pros

Good company, nice management, Fun people N Goof Money

Cons

No improvement for culture and misscomunication