Customer support feels like a separate company, with conditions significantly worse than in other departments. Adult people with their careers left in home countries are treated like Israeli fresh-out-of-army teens. Israeli-born and raised management has zero idea how to communicate with professionals who have to apply for an entry-level job after moving.
Micromanagement is just on another level. Instead of giving employees the space to perform well, immense effort is spent on watching how long it takes for a representative to go to the bathroom. Presumption of innocence is not a thing here. On every level, management is taught not to believe employees; literally, every team leader has an assumption that their teams are lying to them.
Management doesn’t listen to any feedback; when it’s collected, it’s done just to pretend anyone cares. Associates who have to deal with all the products and can prevent tons of problems are just ignored, and leaders literally say things like, “We don’t need their opinion; we are managers; it’s our job to decide for them." This leads to operations ignoring problems until something collapses. It’s also caused by hiring people from the outside instead of promoting those inside the company. Product managers, project managers, marketers, etc. are not aware of how company or overall finances work, and sometimes it feels like you are talking to a toddler instead of a professional in fintech. The reason for hiring from the outside has multiple root causes, including not wanting to deal with non-Hebrew speakers, which is ridiculous for the “American” company.
Moreover, prior to the change of management and multiple restructurings, the department was providing a great level of service to customers, so employees were able to find some sort of fulfillment in actually helping people. But since the focus has changed on how fast customers get replies, no one cares if the case is totally botched unless the customer reaches out to the CEO directly. Outsource representatives cannot handle literally anything properly, and at this point, contacting support in English is a guaranteed disaster. It all gives heavy exploitation vibes, as instead of empowering insource associates, company prefers to save money by taking advantage of poor economy of the third-world countries.
And obviously, the paycheck is a total joke. You will earn more by working as a cleaner or cashier while not having to deal with ridiculously complicated products, constant belittling by micromanagers (aka feedback sessions), and the immense pressure of dealing with customers who were told something totally wrong by outsource associates.
The low paycheck used to be compensated by supportive environment (only thanks to decent humans around) and promotion opportunities, but now that half of the insource employees are left and the remaining ones are stressed and upset all the time and no one is moving anywhere, there is zero reason to stay..
