Not a good place - Customer Service Representative Granicus Employee Review

Granicus is falling apart from the inside. The company’s problems keep piling up, and the solutions they’re trying are just quick fixes that won’t help long-term growth or success. Customer Support Moves Offshore Granicus used to have an amazing reputation because of its top-notch customer support. The Tier 1 support staff didn’t just handle the basics—they owned the toughest problems and brought in-depth knowledge about the political systems and public organizations that are Granicus’s core clients. That’s how they won and kept loyal customers. Now the strategy is to create a defacto monopoly and tie clients in as much a possible with red tape These days, customer service has been offshored to India and Costa Rica. The teams there are smart and skilled, but the differences in language and cultural context make it hard for them to deliver the same level of support. For example, in the UK and US, “you’ll” means “you will,” but the indian teams say "you'll" and mean “you all.” This type of misunderstandings show a lack of context around the needs of clients in the UK and US, and they’re a big deal in a role that requires understanding government operations. Training could solve some of this, but Granicus’s soft skills training is a joke—just 90 minutes to cover complex skills like questioning, adaptability, and leadership. It’s nowhere near enough, honestly you could take a week to do soft skills for working with public bodies, not 90 minutes I mean come on. Management Problems The leadership in Granicus’s Indian teams isn’t helping either. The managers there come across as defensive and fragile. This leads to: No real feedback being given. Avoiding tough, collaborative conversations. Dismissing good ideas. Playing favorites. Poor delegation of tasks. These issues aren’t just limited to the Indian teams—they’re tied to a bigger problem at Granicus. For years, promotions were based on favoritism, not merit. Managers were chosen because they wouldn’t outshine their bosses. By the time Granicus realized how bad the favoritism was, the damage was done, and many unqualified managers were already entrenched in their roles. As a reaction, Granicus started using positive discrimination to boost women in management roles. While there were some small benefits, the shift completely sidelined the idea of merit. Underqualified hires became the norm, and morale dropped. Low Morale and Staff Turnover Low morale is now a major problem. Departments like Client Success have lost key staff, often right after they were promoted to senior roles. Pay was low for the skillset required, and when people realized working conditions weren’t great, they left. Granicus couldn’t do much to retain them because there’s no proper career progression plan. Then of course the best staff in support have been axed for money which is a really bad look, and shows that money is more important than the skills that retain clients. Recognition at Granicus is also broken. They use a third-party tool where colleagues can give shoutouts and virtual currency for good work. But the system is constantly misused—people just send “thanks” without explaining what was done well. This makes it impossible to replicate good performance or link recognition to personal development. One person was praised for making a template, the template was a header at the top of a blank page for other colleagues to fill in. Thats not praise worthy, but thats where granicus is The Software is a Mess And then there’s the software. The quality is all over the place. Some products work okay but are overpriced and not that competitive. Others seem to break down every week. Instead of fixing what’s broken, Granicus just recycles old features to make the software seem “new.” So yeah Granicus rotting from the inside and the new CXG thing is a nice idea which needs skills Granicus doesn't have, self awareness it shuns, and morale which is faked by most to pandar to the clique of the few