software engineer

senior software engineer

entry level outside sales representative

call center representative

monitoring specialist

SimpliSafe

Working at SimpliSafe has been a rollercoaster for me. I’ve been with the company for over two years in the retention department, handling both phone and digital chat. The job provides stability, a steady paycheck, and some flexibility with working from home, which is important to me as a single parent. I’ve learned a lot about customer service, conflict resolution, and handling tough conversations. My current manager has also been supportive, which I do appreciate.

But here’s the reality: the products don’t work the way they’re supposed to, and that makes the job extremely stressful. As employees, we get free service, and I’ve personally called three separate times to cancel mine because the system doesn’t deliver. The cameras only record for 21 seconds at a time, and half the time they don’t record at all. If the equipment doesn’t work for employees, I can only imagine what customers are experiencing.

That puts us in a tough position. My job is to convince customers to stay with SimpliSafe when they call to cancel—but I know firsthand the frustrations they’re describing are valid. I’m expected to talk up the “value” of the system, when in reality I’m trying to get people to keep paying for something I wouldn’t even want for myself. It feels dishonest, and that weighs on me. Trying to retain customers when you know you’re selling them short is one of the hardest parts of this job.

On top of that, the company constantly changes our roles. I was recently moved to digital chat, which I enjoyed because the volume was lower and I wasn’t stuck on the phones all day. Just as I started to get comfortable, management announced another shift back toward phone-heavy work or splitting time between phones and chat. Those changes also affect how much bonus money we can earn. Instead of feeling secure, I feel like I’m on a moving treadmill with no control. Overall, SimpliSafe might work as a short-term job if you need a paycheck and remote work, but it’s not a company I’d recommend for the long run. When your own employees don’t believe in the product, that says everything.

During my time observing and experiencing things, I can say Simplisafe is a bad company.

There are definitely positives, but if you are entering the company as a CS/Tech 1 most of them you'll see/experience from a distance. 

Firstly, the draw to this company was the WFH hybrid. 2x a month in office and rest of the time you're at home. If they haven't fully moved back to in office by the time you read this, it won't be long. Of course the excuse is company culture, truly it's because they are paying for a building noone is occupying 100% of the time. Regardless the same amount would be paid if occupied or not, this apparently is the employees issue to fix.

Since 2021 the company has gone through six Tech/CS directors, which should say enough about management. 

You will be lied to, when you start you are trained to a certain level and told you will be back in 3 months to "upscale." To upscale your metrics must be maintained at certain level for those three months. You'll be told you'll get a raise of $1.25 when you do.

In your class you'll learn that you won't get your raise until 3 months after you finish AND your metrics meet, but these are the same metrics you have to achieve to even get "upscaled" in the first place. If you have a month where you don't meet, it resets. While there's absolutely great people who will help you in team chats, you will be surrounded by customers who are (of course) irritated by products not working, and a majority of agents in the chats who do not help at all, not to mention the irrational attitude of people you must transfer to if there's an issue that's out of your scope.

Mind you this "upscaling" is not a choice, you either do it or they will fire you.

There are micro and not-so micro aggressions in spades here, and unless you're fortunate enough to have a decent Coach/Sup. You will feel you're getting attack on all sides at times. Especially since many supervisors believe they are everyone's boss.

Simplisafe moves as though it's still finding itself, so expect new rules and changes constantly that are rooted in having more control over you and experimenting with new things that don't really make sense.

Personally, I would look at Simplisafe as a temporary position to help you get to your personal goals in life. This is speaking strictly from CS/Tech to Tech 3 rep. I have no idea about other departments apart from what I've been told, but it's all the same ship.

Simplisafe is a call center job so expect high volume calls non stop, which can lead to burnout. Your job is to convince people who are calling to cancel their service, to stay with and continue using Simplisafe. Initially was misinformed by trainers about call volume (2-3 inbound calls an hr) but really is more like 4-6 calls an hr due to people leaving and nobody wanting to work for Simplisafe anymore. Lots of changes made that don’t make sense to your job position and make it harder to achieve goals to make  bonuses. The Simplisafe security system itself has so many issues which makes sense why call volume is so high as customers don’t want to pay for a service/system that has issues. No room for advancement and its typical office politics to get those positions (Nepotism or brown nosing). You only have to come to office 2x a month as a Loyalty agent and company will provide lunch one of those times, which is the only positive I really have. Benefits are ok but not great (used to be Blue Cross Blue Shield, now is Aetna). Job isn’t hard but just tedious with micromanagement and no consistency with the rules. You can only email higher ups or HR as there is no number to call if you need to speak with someone, and that process can leave you waiting hrs and days for a response. If you’re used to a call center environment, you’ll be fine.  Most enjoyable part of the company are your peers as you’re leaning on each other to get thru the work day. Hardest part of the job is constantly talking non stop all shift due to call volume . You do get a free Simplisafe system for being an employee and other company branded gifts (Northface backpack, thermos, shirts, hats, ). Overall, I would only work here if you need a job just to bring cash in temporarily or remote work or if you love talking to angry customers about a malfunctioning security system or about a service that keeps increasing in price but not its products in quality. 

I enjoyed working at Simplisafe. It's a relaxed environment. Ok starting pay. Co-workers, Leads, Supervisors & HR where helpful and definitely made it easier for me to do the job. Unfortunately this company is a revolving door. Always hiring because their constantly firing. And  the main reason why they are always hiring & firing is because of their 30 day trail period policies. Which are ridiculous. I called out 4 days. 2 days due to my kids having the flu. And 2 because I had Strep throat. I had Dr's notes for all these days.     When I came back from being out 2 days, I ended up clocking in late because I went to talk to HR right away. I have seen other Coworkers work a few hours get called off the floor and never come back. So, I wanted to be sure that that wasn't going to happen to me. They let me clock in and work 4 more full days then on the 5th day, I was let go due to the callouts. I felt that with my skill set, I was definitely an asset to their company. I have never been fired from a job previously. I Especially never thought I would be fired for having sick children and for being sick myself. I do not recommend working for this company unless your a psychic and can foretell the future. Cause God Forbid you or your children get sick, you'll be out of a job. And no Dr's note is going to save you from that. This Company doesn't take into consideration the fact that things beyond your control could happen and are very insensitive to those possibilities. They are letting people go for dumb reasons and spending mad money to replace them. Don't set yourself up to fail. Don't even waist your time applying.

the good: The job itself is fairly simple in that all I do is cleaning and installing new parts in second hand security devices shipped to our warehouse. Management is minimal which I do like in that no one is going to intensely stare you down like a hawk hunting a rabbit.  I like that sense of ease as long as you do your work. Pto are earned while working. We would have takeout once a week. Bonus are given yearly and we have paid holiday. Overtime are always available and it is voluntary which is a plus.

the bad: Working conditions are decent while I was working for there for about a year. My biggest gripe is the minimal pay. After a year or so, management change drastically after the founding ceo resigned or so I heard from a co worker of mine. Well, first our weekly food budget for takeout had been reduce to significant amount. Overtime is no more. They made PTO a pain to use by literally having to beg your supervisor to approve of it. Before all we had to do was submit our PTO either online or over the phone and it would be instantanously approve. But after the change in management, they can be denied if your reasonings seem illegitimate. Seriously, it felt almost like they were trying to discourage us from using PTO; our hard earn paid time off by sweating through numerous hours of labor just to gain a measly hour. The audacity of them to denied   you the PTO that you work so hard for made me lose respect for the company. There is little to no room to move up with the company. Micromanagement is a thing now. I'm glad I left since there is no more incentives to stay with the company.

A safe place to land while still looking for work is what Simplisafe is best for. There isn’t much diversity outside of Lower level positions. Bias and clique- like behavior from seniors in leadership. Constant micro managing and harassment from leadership if you have any concerns outside of the norm. Free thinking and actual outside experience is not welcome here. There is no room to grow. Promotions are acknowledged based on personal relationships, brown nosing and favoritism. The culture is disingenuous and they pride themselves on free food on very unnecessary hybrid days. Entirely too loud in the office. Absolutely nothing different takes place on hybrid days except poor quality work due to lack of noise control and professionalism in an office setting. Zero accountability and check ins for reported staff. Work retaliation by way of suppressed calls, while still expected to meet normal metrics. Consistent burn out is the reward for good work, ultimately resulting in falling behind. You will be paid properly for the work you do. There are incentives put in place to earn more money if you’re willing to burn yourself out and have an unhealthy work life balance. Coworkers are nice. Work space is spacious and very clean. They give you a system free of charge which is a major plus. It’s not the worst place but I would not get comfortable. You will quickly see why they are always hiring. 

Former employee of the company  March 2016 - Jan 2017
Was "let go" due to absences but I had documentation for EVERY time and the company had advanced knowledge of the situation. 

Typical day: Just like any customer service call center position. You sit at your desk, take a call, assist the customer, on to the next.

What I learned: I learned about home security systems and how to troubleshoot different sensors and parts. Also learned how to remotely reset cellular connections. 

Management: As long as you didn't mind kissing butt you were good to go. For those who actually did their job without brown nosing was overlooked for supervisory positions. It was all fun and games until they figured out you were not their puppet. 

Culture: Culture was very diverse. That is honestly one of the best things about this specific company. 

Hardest part of the job: Being 100% honest with customers. It was not by choice that I had to lie to them. It all starts at the warehouse when they scan and pack your specific order. It all rolls down hill. If the package was incorrectly shipped, the customer service was always the one who got screamed at.

Most enjoyable part: Summer party we went on the Spirit of Boston which was cool and the Holiday party we all got a bonus check. It definitely helped get through the rest of the holiday season.

SimpliSafe Inc. Is a DIY Security Company, for those who want custom systems, and don't want to pay a lot of money for home security. My job was mainly technical support, and I was in sales for a short period. The environment is a large call center, where we took incoming calls and troubleshoot technical issues, and issue replacement parts. The company had a long interview process. It was about a week "trial" where you came in at 9am, learned the system, protocols, and what was expected until 6 pm. At the end of the week, they would interview you individually and let you know if you were hired or not. Either way, they will present you with a check at the end of the week for compensation. From there its a 30-60 day probation period to review attendance, and overall performance. It's a social work environment, while great it can breed office drama. Management is professional and respectful. The hardest part of the job is when someone calls in upset because something happened with their system. This is where anyone who works here should have compassion, professionalism, knowledge and PATIENCE to help the customer. If you do not have patience this may not be right for you. The best part of the job is I've made quite a few friends and I learned a lot about how security systems work.

SimpliSafe was a good place to work and I would recommend it to anyone in the Boston area. 

During a normal day the incoming calls and emails were divided among the many teams. This ensured that there was always work, but you could dedicate the time necessary to each call or email without inconveniencing other customers. The small teams also allowed for leads and supervisor to closely work with the representatives to help ensure quality assistance was being given. The close working environment with the management extended all the way up as they were all quite friendly and available throughout the day. The friendly nature of management and other employees allowed for a cheerful and cooperative work space.

The work itself was not without its challenges. There was a great amount of information to be aware of about the system itself with new features being regularly added. On top of that, customers could occasionally be difficult to work with. These situations were lessened by the assistance of the supervisors and leads always being close at hand for answering questions or taking over if the call became too hostile.

Overall it was an enjoyable experience working there and I would recommend it to anyone needing employment in the Boston area.

Did the training for exactly one week and you receive a check of $500 regardless if they hire you or not, it’s a win either way. When hired you choose which hours you want, morning (9-6) or night (3-12). And pick which side you want to be on, either sales or tech. After that it goes down hill from there, the team leads try their hardest to help you and keep things fair but the supervisor always has the final say and it’s never fair. With me my lead told me that I had to bring up my attendances just a bit and me coming to work every single day on time for one week will bring it back up to 100% I told her thank you for letting me know and I stayed on track for 2 weeks. After the two weeks my supervisor comes up to me saying I’m fired for attendance and I’m like huh? My supervisor just said it’s at 100% and he completely didn’t care and just fired me. I wanted to dispute it but I was starting to hate the working environment anyways so I just let it slide and I found some place else

Top Job Titles	Average Salary
Software engineer 4 salaries reported	$116,250 per year
Senior software engineer 6 salaries reported	$125,283 per year
Entry level outside sales representative 17 salaries reported	$70,000 per year
Call center representative 1 salary reported	$18.00 per hour
Monitoring specialist 1 salary reported	$20.00 per hour

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