[pmthrowaway]

I used to work for Postmates Customer Service. The environment is a boiler room staffed with under-qualified and normally unemployable people with an extremely high churn rate due to immature "management" (people who never learned how to manage in their lives) and a vindictive CEO.

I am not surprised their customer service has gone further downhill.

[expostmatescs]

I was a team lead for Postmates CS and I can confirm this. They have serious quality, training, and performance evaluation problems.

Conway's law is pretty evident there in that the lack of care for customers is reflected in the lack of engagement between management and the agents and team leads.

[Macsenour]

I have noticed over the years that good customer service comes from the top down. If the CEO doesn't give a crap, that attitude slides downhill to the people actually talking to customers.

I'm not sure which which service for finding cheap airline tickets was posted here, HN will jump on this for me I'm sure, but I recall them saying from day 1 that CS was their focus.

As I set up my own service based business I got a CS phone number and when asked why before I have customers, I said: "We need to be ready to respond to issues long before we're needed".