Small Company with Big Heart - Customer Success & Billing Specialist Hushmail Employee Review

- Interesting, caring owners and fascinating company history - Ability to work remote

- Poor quality training, you were told to do one thing in training and then reprimanded for not "using the new way" that no one explained to you - So much "tribal wisdom" and opinions rather then established systems, procedures and practices - When asking for help, would receive multiple different opinions and ideas that were not accurate from different people - Severe lack of emotional intelligence and clear communication in management - Management often would jump to assumptions and completely misunderstand when I tried to explain myself - I was dismissed during my probationary period even though I achieved 90 percent customer service scores and was told "customer service isn't important" - When asking for clarity about confusing, outdated systems management would take these questions as a lack of competency and often would deflect them. Any curiosity seemed to be unwelcome. - My paycheque would vary quite a bit every month even though I was working the same hours, and no one could answer why - Management was challenging to work with and did not seem interested in developing people long term, they also did not appear very focused on customer experience - Management micromanaged and went through every customer service email I drafted, not allowing it to be sent until they would check it, which often took days. They would nitpick very insignificant details or wording, and then I would be again reprimanded for these changes I was pushed into making by another lead. My customer service and writing was praised by companies like Apple and Shopify, but for Hushmail I guess their standards are much higher. - Undefined and hard to understand policies around security. Many of these policies were based around situational "opinions" of people that worked there for many years rather then established protocols - Longest interview process I have ever seen, it took 1.5 months and meetings with 3 different teams - Company culture seems quite unhealthy and standards are not clearly communicated

I've been working here for a number of years. Prior to working here I had never had a job that when I woke up in the morning I was actually excited to go to work and not cursing my life. I feel excited like that most days now and its an amazing feeling to have. Everyone I work with is extremely open to feedback about pretty much anything. Its not a massive company so your opinion gets heard and acted upon in a positive way. If you have a good idea, it very well may become a feature or something would get cut if you can come up with a compelling case for why. The salary and benefits/bonuses are very competitive. You do have to stick around for more than a year to see this but once you get a few under your belt you will be happy you stayed.

Because it isn't a massive company, when you get back from taking time off, there is usually a bit of a pile of work to do. Its not the end of the world, but it would be nice to be able to ease back into things after time off.