software engineer

senior software engineer

account resolution specialist

administrative assistant

product designer

Hulu

In the beginning Hulu was a passion project cared for by a small team of dedicated entrepreneurial thinkers.   There was an amazing CEO with a great team of managers supporting him.  People worked hard, worked late and no one complained.  

Work was hard but it was also fun and day by day we watched the company, product and market presence grow.  A number of people got a chance to take on multiple roles in the company, growing and exceeding with each job.  As a new company there were no legacy protocols or formatted tools.  We had to build them and that could be frustrating and fun at the same time.  We were attempting to change the rules and you had to think different to do that.

The company made it a priority to keep the office loose and to incorporate fun.  Food truck parties, Halloween and holiday parties and gatherings to acknowledge important milestones.  

As the company got bigger, some new employees and managers fit in with the culture while others didn't.  Some departments suffered from the hiring of outside managers from old world media.  These individuals  came in with antiquated ideas and methods that quickly destroyed the moral of several departments prompting the exodus of a lot of talent.   Sharing, transparency and praise/acknowledgement of team members' contributions eroded as these new managers concentrated on taking credit  for everything and restricting information and participation of their teams.  

What was once an exciting place to work turned into an every day job that was filled with the normal inane office politics and corporate group-think and group-speak which left some people feeling like they had to tiptoe around their own company.

Not all departments were infected but the decline of the open, inspirational and experimental culture was felt by many across the company and slowly more and more talent left to escape toxic environments.   Remember, people don't leave companies, they leave managers.  

While there are remnants of the shining start-up on the hill, Hulu is now just another corporation with stories of how there was once real magic in the halls.  

Approach with your eyes open, get a good read on what kind of human your supervisor is, get a clear idea of what your duties will be and what kind of growth will be available to you, make sure your pay is equivalent to other companies in the industry.  Set goals of what you want to accomplish, attack and keep notes of your accomplishments.   If your manger is cool (and there were/are still some left), then think about staying because the company is still making efforts to revolutionize TV.  However, if you have a selfish, soul sucking lump of protein as a boss - leave.

The company began with high expectations inside of a little office off Prue RD.  As the time went on and the outside management hiring began, the center would take a turn for the worse.  The attendance policy was trash when the center began.  There where two shifts at the time.  5am-2pm and 2pm-11pm.  The parking situation and “hotelling” of computers cause a lot of us to be late.  (I was late five times because we had to find parking and wait for the prior shift to log out and leave for the day. (I was placed on a final for 6 months).  Anyway, after the move to the current building I did my best to make sure I wasn’t late and my final fell off in April.  Well come the end of May, I get a nasty surprise that Hulu is conducting an “Audit” of EVERYONES attendance and everyone would be punished accordingly.  Long story short, I find out I was late a few times that my last manager didn’t report and I’m hit with the whole, “well if we caught it then you would’ve been fired, so see it as a 2nd chance to keep your job” and in placed on another final for the upper managements screw up. I lose my bonus incentive for 6 more months and (not) to my surprise, nobody else has received this mysterious attendance audit.  Oh and the sitting situation.  Hahah! Three! Yes count them three different new hire managers at the time make it their progotive to make sure a coworker and I DO NOT sit next to each other. The excuse they gave me was it’s a policy and when I spoke with the lousy HR rep at the SA location he couldn’t give me or show me where in the policy it states anything about manditory seating arrangements.  The writing was on the wall at that point and I felt forced to leave my position due to being ostracized by the upper management.  Point being?  I never kissed anyone’s butt there and it showed.  Oh and don’t expect to have a life while working here.  Your rankings for the shift bids are never explained as to why your ranking is what it is. All they tell you is “well you’re on a final so that will negate and lower your ranking” and that’s it.  Oh and the temps/contract to hire people are basically shunned.  Any events or food that Hulu orders are for hulugans only, lowering the morale drastically.  You’ve been warned.

The biggest perk is free hulu. Full of the bells and whistles. Not much after that. The customers are by far some of the worst I have ever encountered. Policies for attendance were changed for floor agents only, management was free to come and go as they pleased. Doctors notes were removed from excused absences, due to managements lack of ability to punish those who faked a doctor's notes. Slowly transforming into a regular call center and getting away from their core values. Many promises, not many fulfilled. Started as contract to hire and the whole process was suppose to be 3 months and was almost 6 months before i was a Hulugan. Now, this would not be a huge deal but they have "requirements" to move up into higher positions which include being a Hulugan for X amount of months before moving up, again not a big deal, but the same positions that require Hulugans X amount of months were HANDED to external hires, who had no preexisting knowledge of Hulu or how the system works. The process was completely useless, it lowered morale for those of us busting our butts everyday trying to move up under arbitrary labels. (Insert classic ext hire attempting to tell a seasoned vet how to do their job). My entire time here although was enjoyable by the people I befriended. However, the people hired on in this location and other partner locations needs to be seriously looked at. Hiring anyone they can to fill a postion, but not people with critical thinking skills or call center experience. (See above about ext hires) Management outside of a few individuals are useless to your advancement, outside of "recommending" you for another position that's ONLY for their benefit as well since they get a bonus for their recommendations (which lately had been a requirement to get an interview, go figure), they don't do much except talk about stats you already know and give the same advice every other week. 
Overall, if you want to get by in this company, you just have to keep your head down, be friendly and have good stats to be considered for promotions. They prefer this than people who actually try to improve their work ethic, knowledge and helping your peers. This is the culture they have driven. Hulu has changed, but not for the better.

What is the best part of working at the company?
You can work from home if you choose

What is the most stressful part about working at the company?
You never know when the next call you get is going to be a customer cursing and threatening and screaming at you. The majority of customers are polite but there is not a shift that goes by for the most part that someone is calling and acting up like I listed above blaming you for the issues with their tv or system. Along with their refusal to work with you to resolve the issues or understanding issues that are being experienced at the time. I could go on and on about how horrible people behave and treat customer service representatives especially those who know what they are doing. And the company it’s self very little opportunity for advancement  or higher pay however they require you know and deliver an immeasurable amount of knowledge that is broad reaching from billing issues, credit card issues and then their is the never ending number of television issues that are all different depending on the brand and you are required to know these issues and then the known issues that are ongoing this too I could go on and in to list the issues and misery of the platform, inept systems, poor communication and undertrained over worked and underpaid staff. That is the reason for the immense turnover of manpower. 

What is the work environment and culture like at the company?
They try to include you and offer little games and such. It’s okay but considering your work schedule is so fast paced and demanding you really do not have time for any type of staff connection with other employees

What is a typical day like for you at the company?
Busy and searching for answers to problems that are present. Nonstop 30 seconds between calls

At the end of the day it is a call center and all they care about is numbers. They don't care much about the mental health or morale of their hardest working team. During training they sell you a dream and then never live up to that dream. The best thing about Hulu is the benefits, including the Disney stuff, the free hulu and all the giveaways. The hardest part of the job is everything else. So much wrong with the service that they refuse to actually fix leaving the VXAs on the frontline exposed to some of the RUDEST customers I have ever dealt with. Management is no help except for a "You can do it!" and that's when they are actually there. The people on the frontline have the strictest attendance policy and Management can come and go as they please. They promised new shifts after 3 months and its been over a year and they still aren't offering any type of advancement or shift change. For the amount of work the VXAs do compared to every other position you would think you would make more but not only are you the most disrespected, you are the least paid. I would NEVER recommend this job to anyone. No time to breathe between calls, horrible attendance policy, and management is a bunch of smoke and mirrors. I will say the other VXAs are the shining light, because we all share a common ground on the position we are all in. Hulu is inclusive and they have some great values too bad they don't stick to them. 

I loved working here in the beginning about 4 years ago- it was fun, company cared about employees, great benefits, awards/recognitions, switch between chats so no phone burnout, etc. Unfortunately since the Disney/ESPN merge Disney has ruined the company’s culture. Bonuses were taken away, stipends were taken away, now have to do 3x the work taking calls for all 3 services (hulu, disney, espn) with no pay increase ($14) and mandatory days with major sporting events even when you’re supposed to be off instead of just hiring more people, no more chats to alleviate burn out, calls back to back the majority of the day unless you worked the overnight shift again due to understaffing, changes in pto and even heard of them taking away free services which we would need to be familiar with to troubleshoot like obviously hulu but also hbo max, showtime, starz, etc not sure if they ended up taking that away too because I ended up leaving. It’s such a shame because I absolutely loved my job and Hulu as a company! They transitioned to wfh which I loved but it was just way more cons than pros. Disney took away the magic.

After the excitement wears off, you realize the mistake you made. There is a high retention rate for a reason. This job is all about numbers and surveys. They don't really care about their employees or their mental health because if they did, they would not set such unattainable goals with the surveys and percentages.  There are constant technical issues that affect the productivity of the agent as well as constant network issues for the viewer. Because of the incompetence and issues within the system, You get very angry people calling you back to back to back with no breathing in between. The partnership with Disney is a nightmare for us on the Frontline. Oh and if you are a contractor, you don't get paid for Holidays, vacation time or Benefits.They can keep you as a contractor as long as they want, not 90 days. Once the 2 week training is done, they throw you on the phones with little to no help, guidance or feedback to help you succeed. 

So i was part of the first wave of overnights. Was informed by HR that if selecting that schedule we would have to stick with it. So i was excited for the fact that i was helping my mom with my grandfather who was on hospice. Wasnt until like 4 months before i quit. I was transfered to days which was not use to and the sups didn't seem like they were really involved with day shift employees, more like with sup stuff like meetings and answering calls. Unlike with overnights where we had the one on one meeting and coachings needing to succeed. Also my overnights sup was more understanding when i had to miss days due to having to drive my mother and grandfather to hospital for medical reasons. However with my day manager he was not understanding and was always getting after me. Hardest part of it was trying to get use to days and how they do things for day shift while dealing with family stuff as well. He past shortly after i was let go

Hulu as a company has been fantastic to work for.  The benefits are excellent, the staff is friendly & supportive, and for the most part, management does right by the employees.  Where Hulu is lacking is consistency on the actual job requirements.  This is their first attempt at a call center, and while they've got several veterans of this type of work, they're not all on the same page.  Staffing has been low during peak hours, so anyone who's working has been over-stressed.  Higher levels of support give differing  instructions on how to handle situations, which creates confusion for us & for the viewer.  The tools they provide don't always cover the situations we face, thus making our jobs more difficult.  The experience has taught me that I'm not suited for this type of environment, and that Hulu has some work to do to make this type of work suitable for its employees.

Hulu is a fast paced environment for sure. There is no typical day because Hulu runs 2 week Agile Sprints and SCRUM teams, so everything literally changes constantly. There are free snacks and drinks in all 6 of the Hulu kitchens, and the ability to work flexible hours from either your standing/ sitting desk, one of their 6 Game rooms (I always liked the massage/nap room and Video Arcade) or from anywhere on the Colorado Center Campus. I sometimes work from home when I need to recharge, but it always reminds me how intelligent and fun the teams are at hulu so I rarely choose to stay at Home.
Hulu is the most fun, and transparent company I have ever worked for, and having an environment of consistent feedback will only help your career, no matter what level you are at.

Top Job Titles	Average Salary
Software engineer 3 salaries reported	$100,000 per year
Senior software engineer 3 salaries reported	$172,333 per year
Account resolution specialist 3 salaries reported	$20.67 per hour
Administrative assistant 10 salaries reported	$21.50 per hour
Product designer 6 salaries reported	$112,167 per year

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