#customersupport

I wanted to share my experience working within the Belk IT department. I have been out of this position for some time, but from what I’ve learned, it hasn't changed and it has somehow gotten even worse. While store employees face their own set of challenges, the backend IT support structure is completely dysfunctional and treats its tech workers with an absolute lack of respect.

To start, the geographical territory assigned to a single IT field worker is massive and brutal, often matching the exact same coverage area as a Regional Vice President (RVP). Despite this massive responsibility, the compensation is insulting. The pay is so far below industry standards that it rivals fast-food wages. Because of the vast territory, you are forced to travel anywhere from 30 minutes to over 3 hours just to get to a location. This makes the role completely unsustainable for anyone with a family or anyone who values a healthy work-life balance.

Once you actually arrive at a store, the execution is a joke. Nine times out of ten, a field tech is forced to escalate an issue because our on-site capabilities are severely restricted. You are then left waiting for hours just to get a response from a clearly apathetic corporate support team or an offshore team that is incredibly difficult and tedious to communicate with. Furthermore, Belk’s Point of Sale (POS) systems are completely unreliable, and actual application support is virtually non-existent. As a result, the standard "fix" is to completely re-image the machine, forcing the tech to sit around waiting hours for the process to complete just so the store can finally use the register again. And don't even try to complain or share what you've noticed with your manager. They know what's up and will never care. Ever.

There is so much more dysfunction I could detail, but I want the store employees to know this. When you see an IT person walk into your building, understand that we are miserable too. The only motivation corporate provides is an empty "thank you" from someone who never even shows up to the Teams meetings. The managers shares it with us as if we are impressed by that, and as if verbal appreciation pays the bills during a time of massive inflation and a harsh economy. The only real thanks I needed was the final good riddance to this joke of a workplace.

Shopify recently laid off at least 30 employees. These cuts occurred in April across Canada and the U.S. The affected staff worked in operations and customer support roles. The company is reorganizing its revenue and support teams. Shopify aims to sharpen focus on its highest priorities and big clients.

https://thelogic.co/news/exclusive/shopify-layoffs-revenue-operations-restructure/

eBay will cease social media support for sellers on March 11, 2026. The company is shifting towards AI-powered self-service options. This follows recent layoffs and moving support positions overseas. Sellers often found social media representatives more helpful. eBay aims to cut costs by expanding AI customer service solutions.

https://www.valueaddedresource.net/ebay-drops-social-support-us/

Update that resume!!!!! Good source has confirmed

• Workday announced layoffs affecting about 2% of its workforce, mostly those in customer-service roles.
• The company said it's realigning resources while continuing to hire in strategic areas and locations.
• The cuts come as AI developments rattle software investors, with Workday shares down about 34% from a year ago.

https://www.businessinsider.com/workday-layoffs-amid-software-stock-sell-off-2026-2

Give me a break. dont keep trying to sell me on this pile of cr-p. I takes forever to get through to talk to a person, and then they start quizzing me on my mobile phone service? NO...dont even! I tell em I use a soft phone on my TRS80, that confuses them.

Someone tell engineering to put back the old color scheme, the new one is horrible

Already lost 1 confirmed manager and many coaches walked out by security. At least 15+ Care Coaches let go. Security coming up to individual, tapping shoulder & off they go. In front of all the other coworkers. Cutthroat practice. Tough to see people I’ve built amazing relationships with let go on a whim. CEC Mission

Tried contacting customer service via chat. Receiving "cannot process your request" is the response I get to every question I asked, including "I want to increase my plan". Setting the foundation!

Never in my life have experience this. Nationwide outage. Most cels on SOS. Customer service on the phone = useless. The stores are floded w customers concerned. Store employees know nothing.

LMAO. I logged into my account and tried to connect to chat for support. Its completely down. Customers phones dont work and customer service is not available. SET THE FOUNDATION!!!!

I’m a WFH customer service rep and we are being told to give the customer what ever they want! Trying to reduce churn but practically paying customers to stay with us and give us good surveys. I’m not sure how this giveaway could continue, but this is the flavor of the month until further notice!

DTC Dells how to follow along is ending all LVL 1 support positions here shortly. They did a massive push on BPO companies servicing dell clients where they were not required to have formal training on TECH so they could follow a flow chart on NBA. This will be the death of quite a few jobs for the industry if others adopt.

Are there any Canadians left to support customers in Canada? Who are we supposed to contact? Everyone we used to deal with has left the company.

HV just fired 60%+ of it's Customer Support Engineers. Left 1 CSE to cover 1-2 States. If Japan doesn't take over, HV will cease to exist in a few years.

Long gone are the days of decisions being made to better the business. Now we are in the business of turning away existing customers and flagging upgrades for fraud. We are a laughing stock in the telecom industry. We look like amateurs. Congratulations.

Used to work in a department of PP, they recently hired a bunch of people that live in India and then PP did a mass layoff of almost all of the US and Canada support teams, including me. I'm just frustrated.

running from one escalation to the next. what did they think was going to happen?
maybe mckinsey should join the next mad customer call and explain to the customer they should actually be happier, because ratios of much less people that know what they are doing is actually "improved practice"

Severance packages updated for 2025, specific for customer care line of business (coaches/TM/ up to directors) in T-Nation. (Magenta Pulse)

I have been a CRC for seven years and have seen many changes. Each year we have less people to help the customers. I am concerned they will shut down more branches soon. Does any one have any information

Ok so those old long time customers that keep the lights on, any insight on if we are loosing any of them? All I see is Infinity this and MCP but are the old big customers really interested? Love to hear any insights as it will make my decision on jumping easier.

The GCC phone support is absolutely terrible! You can tell they just read from scripts and are unable to think outside the box to resolve issues

Firstly they ignored the most up voted question about how to improve Support organization when they keep cutting headcount and experience.

But more importantly this is a completely pointless call for anyone not in the CS organization. It was an entire hour of talk about sales (called "adoption" and "renewal").

Why was I invited to this? We had to reschedule our application development support weekly meeting for this cr-p.

The customers repeatedly tell us they're dissatisfied with support (which is under CS&D), yet the board keeps reducing headcount and laying off our experienced support engineers. This company is doomed with these board execs seeking short term share growth over everything.

The employees are being told that they need to stay until March 31,2021 before they can receive the package. With the call center in Costa Rica and the support center moving to Mexico City, there will not be much left in the US except for some backend operations that will eventually be outsourced. This company is on life support and there is nothing to suggest a turnaround. Customers are very nervous doing business with this no vision company.