Pros
I worked at the Tier 1 level in a remote capacity for Crate & Barrel and cb2, and the ability to work from home was one of the most valuable benefits for me. I was fortunate to have supportive and friendly colleagues, including a few managers and leadership team members. Whenever I reached out for help—whether with complex customer situations or work-related concerns—they responded with kindness, patience, and a genuine willingness to assist. Although I couldn’t choose who I received support from, I was grateful whenever I connected with those individuals. Their approach truly embodied the core values of excellent customer service—warmth, empathy, and support. I learned a great deal from them and felt they played a key role in helping me grow and deliver my best in customer support.
Cons
I worked at the company for over two years, and it was my first experience in online customer service. One of the biggest challenges was the high volume of difficult interactions with customers. While it's expected that some may reach out frustrated due to issues with their orders, I was surprised by the level of rudeness and disrespect in many of the conversations. It often felt like the company’s handling of order and shipping issues unintentionally contributed to customer frustration, which sometimes encouraged unreasonable behavior. This dynamic affected the work environment as well—over time, I noticed a decline in how Tier 1 and Tier 2 associates treated each other, with interactions becoming increasingly tense and unkind. Even though the work was remote, regular virtual meetings and chat communication with internal team members made it clear that the team atmosphere was shifting in an unhealthy direction. Eventually, I was laid off in a sudden virtual meeting with two individuals I had never interacted with before, and it was less than a few minutes long. This was part of a larger layoff affecting over 400 Tier 1 and Tier 2 associates, many of whom were U.S.-based and were replaced with overseas staff. Overall, my experience was mixed but leaned toward the negative by the end. I gained valuable customer service skills, but the work environment and how the layoffs were handled left a lasting impression.
