customer service representative

team leader

support specialist

program manager

enrollment specialist

PartnerHero

While I believe the work environment is nice, it got to become too Micromanaged. 
If you were not reaching goals, youd be placed on a PIP and then fired shortly after. The goals of the Partner were too high, which was most of my colleagues concerns. You need to request assistance for certain things and it takes 2-3 days to hear back, sometimes your question is skipped or ignored. If you do get assistance, you are either told to go read, or post in another department and then another department. Not allowing to get the accurate time of solves per hour. We were told it was a non voice job(no phones) and then suddenly we were forced to make 8 calls a month, if you did not youd be terminated. If you were on a PIP, you'd bee terminated. Some TL's gave different approaches and that causes confusiom among employees of what to do and what not to do. Training was slow, and not a lot of information was provided. While the tools we needed were given and accessable, there was no correct way of how to navigate for answers. Then some of those SOP's would say one thing, while the "actual" sop says to do something else. The changes were always random and we were not really given any information until they received information. Because they are not personally handling the inquiries, its easy for them not to worry about it. Yet we will be hit with an influx of inquiries regarding that and needing to be placed on hold till further notice, causing the SPH's to be low. While the job itself is easy, if you make one minor mistake your termed. Yet they have provider consultants who talk down to the providers with no consequence. One coworker was consistantly de escalating issues that we were told to escalate and they've also faced no termination or consequence. Yet the rest of the tiers if you do something that someone else told you to do(TL's, SME) you're im trouble, but not them. They will terminate you randomly, the QA agents nit pick and will deduct points from you even while following the sop's. Now you need to fill out a form in order to receive assistance with remaining hipaa compliant. Even though providers and clients send their information themselves, we need to ask and wait 24 hours, thus still putting time on not solving theinquiry. It is too micro managed and it went from a stress free start to a consistantly stressed environment with fear you'll be termed at any given point.  They also offer OT, and will advise they will two, or triple the pay a long as you meet requirements and sometimes held raffles. Though it would take the next check or check after to receive the bonuses. Plus the OT hours were never paid out correctly. For instance I did 8 hours of OT and was only paid for 4. I won a raffle and was let go before I could even receive it. 

One of the biggest challenges I experienced was the low pay for internal promotions. Despite taking on more responsibilities, the compensation did not reflect the workload and expectations. This created a disconnect between effort and reward, which affected motivation for many employees.

Culturally, the environment often felt dominated by “yes-men” behavior—with limited pushback or constructive dialogue when it came to raising opportunities or concerns with clients. This tendency stifled innovation and prevented employees from voicing solutions that could have added real value.

Another major concern was favoritism in promotions and recognition. I’ve personally experienced both sides of it—being treated as a favorite and also being overlooked. In either case, it created an unhealthy environment that fostered resentment, made collaboration harder, and discouraged genuine merit-based growth.

The specific account in this company seemed overly numbers-driven, sometimes at the expense of people’s well-being. Goals were frequently pushed without sufficient leeway, creating burnout rather than sustainable high performance. While metrics are important, a more balanced approach that values both results and employee growth would foster a healthier, more productive workplace.

Overall, I believe the company has potential, but it needs to shift its focus toward fair compensation, genuine employee development, and a culture that encourages transparency and long-term growth.

PartnerHero is playing dress up but let’s be clear - this is an outsourcing company, and not much beyond that. 

During onboarding, there are promises of opportunity and internal promotions. The CEO makes an appearance and chats with all the new employees - grandiose stories, going on about how great the culture is and the importance of quality and people.

PH says they care about their employees; what they actually mean is they care about their clients and making them happy. You are expected to take on whatever role the client tells PartnerHero you are going to take on, and you have little insight as to why and what is going on behind the scenes. 

You are not a person, just another number.

They drag you along, with talk of pay raises yet nothing after actually materializes. New protocols are constantly being implemented on a whim, and yet, somehow, a pay increase is never one of those decisions made and always seems to fall to the wayside.

PartnerHero boasts about being a global company, but the reality is, pay is cheaper in most of the places PartnerHero hires.  There is little room for growth internally in the US, unless you want to be low to mid level management, yet you consistently see job opportunities in Honduras and the Philippines. 

I would not recommend working for this company as a US resident - there are plenty of other places that are willing to pay you more, provide better benefits and actually follow through with their core values.
 


Supportive Culture, but Poor Boundaries With Toxic Partner

I worked at PartnerHero for nearly four years across two programs. While internal culture is warm and there are growth opportunities, my experience—especially with a mental health startup partner—was deeply negative.

The partner created a high-pressure, emotionally harmful environment. Despite knowing this, PartnerHero leadership struggled to set boundaries or protect employees, often avoiding tough conversations. Leadership roles were demanding and underpaid, with little development or meaningful recognition. Metrics were often arbitrary, and the partner could remove employees without real process—something not made clear to new hires.

PH’s internal teams are empathetic, but change is rare unless you're in leadership. I’m grateful for the skills I gained, but the lack of psychological safety, unrealistic expectations, and toxic partner dynamics led me to leave. Think twice before joining a partner-facing program, especially in mental health, unless major changes have been made.

Pros: Friendly coworkers, some growth opportunities, mostly set schedule
Cons: Below-market pay, overwork, little protection from toxic partners, poor leadership accountability

I went through multiple positions in the company because they kept being fired by the partner companies that hired them.  It was a nonstop stressful situation. And even when they promised to help find work later for me and others, they stop trying after the first couple companies folded and fired PartnerHero.  The company is shifting to be overseas more and more just to try to appease the companies hiring us.  Because of it there is less and less roles available in the states. But all partners can cancel at any time and so it leaves your job in the balance.  Find another company to work for if you value your sanity and job security.  I lucked out to make it through multiple partners but finally lost out and got laid off with the rest of the project people.  

I currently work here and they swindle you into believing your job is safe. You have to meet your quota on a weekly basis by making 100 outbound calls a day and you need to sign 3 people up a day. Sounds easy so I thought. It’s not. You speaking to elderly people who don’t want to talk to you on a daily basis. There is no job security. If you don’t sign people up they put you on a coaching plan and if you don’t do any better they terminate you. I highly doubt not recommend. You don’t get a lot of sick and pto time either. 1 hour for every 30 hours worked. They do not care about your personal life. So many changes have been implemented to vacation policy and sick policy since I have been here which is 6 months. For vacation you have to put in 30 days in advance for it to be approved. DO NOT WORK HERE if so do it temporarily and have something lined up. 

Partner Hero portrays as a “woke” and Culturally Driven workplace during training. You get to meet higher ups and attend sessions to connect with the “culture” you train for a solid two months and they throw you into the water.

If the constant changing quotas and procedures are not accurately met, you will get one big scary warning encouraging a goal oriented approach on how to do better(in other words having your current manager micromanage your productivity)

One random day you’ll be in a meeting with management at the top of your shift and be terminated:( 

This job seemed perfect when I first started and I genuinely had a glimmer of hope to stay at a company long term. But to know that the majority of the team I trained with was terminated around the same time, employees are only seen as quota under a fake culture umbrella.

What is the best part of working at the company?
The best part about working with this job is the people! I love my coworkers, especially my supervisors. Everyone is amazing!

What is the most stressful part about working at the company?
Nothing is really stressful only a few of the frustrated clients that like to take their frustrations out on you.

What is the work environment and culture like at the company?
The environment and culture at the company is very welcoming and very diverse. Everyone is very diverse and unique and everyone gets along very well with one another.

What is a typical day like for you at the company?
A typical day consists of taking calls and helping out clients with their technical issues. The call volume is pretty average unless there is a technical outbreak that is affecting everyone.

With PH it really depends on what project you get, you might get an amazing project with team leads that know what they’re doing or you’ll end up like me in a project with one good team lead and the rest are either newer than you yourself or too overworked from the projects demands to be able to help you effectively.
There’s not a lot of work drama and they really real you in with the “we want the best for you” mentality but it is still a business they can fire and replace you in an instant. 
My advice as soon as a lead asks you to work through breaks and lunches just run to HR. Their job is not worth your paycheck. 
God forbid if you see your whole project going down the drain start looking for other work early on. 

My experience was a blend of positive and challenging aspects. Initially enthusiastic by the welcoming work culture and team. Despite a promising start, the consistently below-average salaries, minimal salary increases, and lack of career growth created a constant sense of dissatisfaction.

One glaring issue is the apparent lack of clear direction from the management team. Following a cookie-cutter type of leadership focused on ticking checkboxes rather than finding real solutions to issues. Associates felt like numbers that could easily be replaced.

While it has its merits, particularly in fostering a positive work-life balance and workplace environment. The persistent issues surrounding pay, lack of career growth, and management decision-making make it less than ideal to stay long-term.

Top Job Titles	Average Salary
Customer service representative 3 salaries reported	$14.33 per hour
Team leader 3 salaries reported	$66,000 per year
Support specialist 3 salaries reported	$18.67 per hour
Program manager 4 salaries reported	$74,030 per year
Enrollment specialist 4 salaries reported	$16.50 per hour

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