[xoxoy]

this seems like it’s also a struggle between different teams at the same company. Customer Service teams are very often looked down upon as “less than” other teams like engineering, and this article states that a disproportionate number of the black employees were on that team.

[polartx]

Customer Service is often regarded in companies like insurance is regarded by most people—you gotta have it, in a perfect world you’d never need it, and very few people brag about how much they pay for it.

That’s why Customer Service isn’t treated like the Rock Stars that Sales or Engineering is treated like in a company.

It also tends to have the most natural turnover, and tends to be the lesser skilled positions in a software company (not often requiring specializations, like developers).

[xoxoy]

yeah it’s unfortunate even at a finance startup that CX is so disregarded. Coinbase doesn’t exactly have a great CX reputation eg lots of horror stories plus it seems to go down every time there’s a big move up or down.

[cbthrow91]

CX folks at CB are doing God's work. Nothing but respect for them on my eng team at CB. At past companies I had to do a lot more legwork to dive into an issue; our CX folks are incredibly technical and have great instincts on identifying, grouping, and triaging issues as well as providing just the right amount of context.

[xoxoy]

I’m speaking from the perspective of the customer. They might be top knotch but if it’s understaffed and underesourced then no one can be set up for success when they have to face the wrath of a million customers when the site goes down on the slightest uptick in volume due to a large move.

[pbrb]

Man, when I was at an early stage online brokerage back in the day, customer service was pure gold. These people were mostly ex-traders who knew the ins-and-outs of complex options trades, and were legit viewed as rock stars.