Poor Management for US Team - Customer Service Representative HomeExchange Employee Review

I just started working at HomeExchange, and my experience so far has been very positive. Everyone has been incredibly welcoming and friendly from day one. The training has been well organized, and it’s clear that the company wants new employees to feel supported and succeed in their role. My team lead is very approachable and supportive, and I feel comfortable asking questions whenever I need help. I also had the opportunity to meet with one of the co-founders shortly after starting, which really showed how accessible and engaged the leadership team is. Although I’m still new, I’m very happy with my decision to join HomeExchange and excited to be part of such a positive and supportive team.

None that I can think of at this stage.

The team is nice and supportive

the management is deeply inadequate. Employees are consistently overworked, especially during peak periods, with no meaningful effort to anticipate or manage workload. In the U.S., what is presented as ‘HR’ is in reality a recruiter with no solid knowledge of labor law or employee rights. Employees are not listened to, there is no real HR support, and managers are left to handle everything on their own, even when they clearly lack the skills to do so. This is not accidental; it is openly encouraged and even claimed as a value by leadership. The company constantly labels itself as ‘human’, yet nothing about the employee experience feels human. People leave abruptly, without explanation, and simply disappear from one day to the next. Internal communication is extremely poor and often non-existent. So-called ‘coordinators’ (a title used instead of ‘managers’ to appear different) show very weak management skills. They fail to properly support employees or address workload issues, on the contrary, they continuously add more work to already overwhelmed teams.