customer service representative

moderator

team leader

learning experience designer

social media specialist

TaskUs

The people here are very friendly and I enjoyed working here. The work is exciting because it always changes and it is challenging. You can make tons of new friends here and I would recommend this company for most people, I just don't think it's a good fit for everyone and I personally don't recommend being a social media content moderator.

The hardest part about the job is that you're told what to do, but you aren't told what not to do and you won't find out what not to do until you're already being penalized for it. If you try to learn from what you didn't do, you won't be told what it is exactly that you didn't do that caused you to be penalized so you will then have to think about every single thing that you possibly didn't do that lead you to being penalized in the first place and hopefully you learned the right lesson from your mistake. Even if you go strictly by following only what you were told you do, you will be penalized because you don't know to what extent the instructions you were given about what to do are applicable to the real world scenarios that you will encounter outside of training and training only covers very basic hypothetical situations.

The reason for this is because... Well, the procedures for how to approach those specific situations aren't actually even established until they are encountered.

This is fine and understandable, this is cutting edge stuff, but the problem is that management then would just "make up" directions for how to handle these situations without any forethought or any methodology behind their decisions. Then we'd end up with self contradicting instructions or instructions that were just illogical. Employees are then penalized in their metrics for something they can't possibly anticipate- whatever management feels like is the correct way to do something in that particular moment.

This lack of instruction and uncertainty incentivizes people to engage in tons of work avoidance, management denying/refusing accountability for their mistakes or giving incorrect guidance (it can feel like one is being gaslighted), people hoarding knowledge to compete with others to the detriment of everybody else and the firing of low performers regardless of how knowledgeable they are or whether or not they don't engage in work avoidance.

Management here seems to have a problem with "chasing numbers". The company is a classic case study Goodhardt's law and seems to be trying everything it can to correct their performance metrics- restructuring management, firing lower performers, inadvertently creating an environment that incentivizes work avoidance, but has been in denial that the real problem was simply that they can't give clear instructions to a building mostly full of talented, intelligent, dedicated, and passionate employees on what to do.

It is no surprise that everybody takes shortcuts to get better scores when management here is setting the example for it.

I would say that you would want to work here if... 

You want to work at a place where you MUST collaborate with others, you are an extrovert, you are willing to ask for help on a constant basis, are okay with admitting that you'll never gain any real competence/mastery over what you are doing or you just don't care, are willing to engage in work avoidance or bend the rules for job security/advancement, then this is the place for you...

I would say you shouldn't work here if... 

You are a person who believes they can advance by learning the material or gaining mastery over your job or contributing useful ideas or if you want to learn a skill, you will not impress anybody because metrics matter to management more than these things at the moment. Don't work here if you don't like being coddled and want to feel competent at what you do.

The job is very good, the problem is just that your job stability rests entirely on things outside of whether or not you can be competent at the job because you can't ever be.

Do any real adults even work here? And by work, I mean having an actual title, not just an agent. Or is everyone here under the age of 40? I’ve worked for this company a year, and honestly it’s mind boggling how they operate. If I knew what I would’ve known now, I would’ve NEVER applied! The pay is good, and that’s how I got trapped. Everything else here is beyond ridiculous. Even though that’s their “motto”, it’s not in a good way. This place is way too disorganized to be still up and running. 

First off, let me start by saying: All they do is lie. They preach how different they are from any other call center, when they’re just as horrible. **They sell you on how different and fun they are because of their games in the break room. But behind the department doors it’s a COMPLETELY different world!!** 

Second, in training we were required to create a Haka with our groups. I’m not one to get easily offended but I know in some cultures, this is a very personal, traditional, and sacred thing. They do it as a “team building exercise” because I guess they can’t think of anything better?

Third, all upper management here is absolutely HORRENDOUS ! Team leads, OMs, and even trainers always have their favorites. It’s as if none of these people know how to be professional. HR will do absolutely NOTHING if you have a problem with something going on at work. HR here is not helpful ever!

Forth, no matter what they say, they are absolutely NOT accommodating with your life. They always say a work life balance is important, but they couldn’t care less. They don’t accept doctors note and WILL write you up regardless if the dr told you to not work. They do NOT work with college schedules. HR flat out said to put school ‘on hold’ and to make them a priority which is absolutely insane. My team lead even flat out told me I don’t even need to go to college. So instead of encouraging me, he really tried talking me out of going to college to get a degree. Seriously??

Fifth, the KPIs they require you to meet are most of the time unreal and the campaigns can be REALLY hard to understand. Numbers are EXTREMELY important for each campaign. They don’t care that you’re stressed out, all they care about is beating other BPO companies to keep extending their contracts.  Miserable in your department? Oh well, you aren’t allowed to switch until 6 months of each individual campaign. 

Sixth, they keep nothing private here. And if they do, they do a really horrible job of doing so. I have gotten so many mistaken emails about people’s PERSONAL matter. This isn’t only directed to my inbox, but it is a MASS email sent out on numerous occasions. From work related injuries to work avoidance. I have no idea how something like this constantly slips their mind or how this “mistake” even happens. They clearly don’t care about your privacy, and all they do is send out another mass email telling you to delete their previous email. I always feel so sorry for the workers who’s personal matter gets put on blast. 

This place is absolutely NOTHING like what they sell you in the beginning. Honestly if you can, avoid working here at all costs. Content moderation is ALWAYS out of the question so don’t even try applying just to try and get that position. 9/10x your campaign will be customer service/phone support based. And if you’re in college, don’t even bother. They say they’ll work with your schedule but if you have training for a new campaign (I’ve been in 3 different ones since starting) they absolutely will NOT accommodate you, and just tell you to pretty much deal with it. Or in my case, “Put school on hold” -per HR directly. This place is a complete circus show. This place makes my life so miserable, I dread going into work everyday. There is SO much stress associated with this job, I can’t wait to get out and find another one. 

If you're lucky, the site they use for clocking in might let you clock in on time. Otherwise, you have to submit a ticket for your schedule to be fixed, and even then there's this whole format you must follow cause they'll decline and kickback time warp edits for any reason they can  find.

I can't stress this enough, I wish they put the effort into training that they did into fighting unemployment claims. I was "lucky" enough to work two different campaigns here during my short stint and the one thing each campaign had in common was how rushed the training was. They're not just rushing through slides and presentations, but there's equipment malfunctions and all sorts of technical issues through out. In short, class room learning that should take about five weeks minimum is condensed into maybe a week and a half at best. Add in all the IT issues though, you're lucky if you get a weeks training at best.

No chance for promotion or raise. The first campaign I was on, there were team mates who had been with the campaign from the start, and they themselves said in the year plus they'd been with the company on that particular campaign that they never got a raise. All kinds of incentives were promised like bonus for highest QA, best attendance, etc. Then within months of the incentives being announced, with everyone told to hang on just a bit longer, the campaign suddenly was lost and there were so many layoffs, it was brutal. We're talking, for example, one training class that hadn't even been on the floor for a month, and they were suddenly laid off. The stress of not having another campaign to move everyone over to was sickening, and the last week on that campaign was heartbreaking.

PTO is a joke, and it's given out in such small increments that make it such a headache to take advantage of. 2 weeks advance notice for PTO? Seriously? No sick time, nothing like what you'd see with a tightly run company anyway. Any time off needed for medical appointments or for tending to your kids, good luck. Best of luck if you think you can follow their call in policy, there's no actual number to call!

They've got a high attrition rate for a reason. If they gave half the energy into training that they did into fighting unemployment claims, maybe they could build a solid workforce and maybe even keep clients and campaigns around.

Probably the 2nd worst place I've ever worked. (1st would be retail 10 years ago) They push out leadership who actually takes time to coach up their team. Hard work and dedication is frowned upon here and we've lost some good people because of it. Also, if you want to be a Subject Matter Expert and take on more responsibility, I hope you aren't interested in the money. They call this a lateral move that pays the same as you were making when you started as a regular teammate, only now with more responsibility. There is no incentive or advancement at TaskUs. They just want more people in seats doing the dirty work of upper management. There is no sense of job security at TaskUs. 

At first, you could blame bad accuracy on a (redacted) that constantly made mistakes that did not align with the Standard Operating Procedures (SOP) 
A couple months ago the (redacted) Campaign moved to a CONSISTENCY-based grading system to score employees' performance. How this works is, if the majority of the employees tag something for some type of political content, then that becomes the key/answer. If you happen to answer differently for any reason, you are marked as incorrect since you are the outlier. If the majority of the employees are tagging incorrectly because they simply missed something or they were rushing through it, then the incorrect answer becomes the correct answer per the CONSISTENCY. 
Can you see where this might cause people who are actually on point and on task to be scored poorly and be in danger of losing their job? 

There is poor communication between different areas of the campaign. You have Operations Managers saying one thing, Quality Assurance saying something else, and Trainers saying yet another thing. 

I don't believe the stress is worth it. You can do everything you're supposed to, but you're penalized for it. I would not recommend working here to ANYONE. 

They also recently moved over to the EAST SIDE of San Antonio where Rackspace is located. So if you do not live on the EAST SIDE, you'll be in for quite a drive, most likely. 

Also, they no longer provide paper towels, plastic utensils, paper plates, or cups for water. So you'll have to bring all that stuff from home. They say they're shifting to environment-friendly practices, but I'm pretty sure it's just a cost-cutting measure after the move. They've re-painted everything and put walls up EVERYWHERE. They also added new seating upstairs outside the (redacted) area, but unless you're someone with a laptop, you won't ever get to utilize these since leadership is ALWAYS hanging out there. 

Also, as some other reviewers from San Antonio have said, there is a lot of favoritism at TaskUs. You can be the most distracted, but still be on upper management's good graces. Goodness help you if you ever have ideas for improvement or constructive criticism. They don't like being told where they can improve. Also, you can get fired if someone doesn't like you and decides to go to HR and make up a lie.

Working from home has its perks but unfortunately training wasn’t adequate enough for me to feel confident doing the job right. It was more verbal and all the reading & tests were done on computers, hands on training was only done 2-3 times.  Training consisted of so much information to retain. I’m a hands on learner so it was difficult. Once you hit the floor, you’re left to handle questions from customers you can’t answer because there’s so many rules and regulations. There’s help out there but it’s frustrating to hear customers yelling at you for not having the answer fast enough because you have to go look for an answer. You will have awesome customers from time to time, but it’s mentally draining dealing with rude customers on a daily basis. It’s not TaskUs fault because that’s what a customer service job is. If anything they should have mental or wellness breaks added to your schedule. This type of job is not for everyone. You will need thick skin. The customers you will get are mostly old folks who can’t figure out their finances, application, or having phone issues. It’s not too bad once you get the hang of it but policies are always changing. Also you’re graded, you have to meet the metrics. You need to be reading certain scripts for different situations. They will grade you from the start, if you’re new they will cut you some slack, but you need to be getting good metrics or you will get the boot. Either you will get warned, fired, or moved (if positions available, not guaranteed, so be careful). You get 8hrs of PTO(paid time off) and 8 hrs of UTO (unpaid time off) after a month of working. It’s flexible to get that time off, but they will really encourage you not to get it in case you need it for emergencies. So if you want off for your partners bday, you may need to reconsider it because once you finish your hours gained, that’s it. You will more than likely not be able to take off anymore. They’re strict with that. It has to be covid reasons or death situations. The pay, job culture, management, coworkers and benefits are great. Honestly, I really enjoyed working here. The customers are what make it very stressful. The policies and the things you’re not allowed to say is also stressful. It spills like word vomit. I don’t mean to mention things to customers I’m not supposed to. After being with the company for 6 months you can try for other positions. Hours and pay are great. Income is substantial to make a living. It’s a great job during this pandemic. Unfortunately, I didn’t like sitting 8hrs a day, 5 days a week staring at a screen, but better to stay safe.

I know the company is all about being ridiculous, but I didn't think it would mean the bad kind. They were disorganized from the start and I wish I kept looking.
During the interview they tell you that you'll be working a shift, but during training they will tell you that you're working a much later schedule instead.
They keep raising the accuracy expectations from previous groups of employees and changing the rules/SOP to where if you learned things a specific way it is no longer accurate maybe weeks later. You have to learn to think like the client wants you to think. Interpretation and assumptions based on context or prior knowledge is punished as you will be told you're wrong, while it affects your accuracy. Even if you're right, you're wrong. You have people who are supposed to be experts, but they can bring down your accuracy because they don't always know what they're talking about. There are often conflicting responses.
There is constant stress of being terminated due to low performance or low accuracy on top of the ever-changing SOP so that is fun. 
If you are even a minute late, you get a final warning during training. They expect a 100% adherence. You better hope you don't get sick because it counts against you if you leave early or call in. They expect you to work through the sickness, which just results in everyone else catching it. People don't always wash their hands, which I've noticed.

Don't be fooled by the pictures and the videos where they make it seem like a fun hip place to work. It is like being in high school again with cliques and power-hungry people who would write you up just for asking them a question.
They even keep track of your bathroom breaks. You seriously have to log every time you leave to go to the bathroom. Also, hope they're not closed for cleaning or that there isnt a line. Each restroom has 2 urinals and 2 stalls for over 800 enployees.

Things keep getting stolen. I've had food and drinks stolen from my lunchbox on 3 occasions and now I'll have to get a luggage lock. Employees are also stealing phones and books.

The new attendance policy is a joke and parking is pretty much non existent during the work week. They have shuttles  but they're only available to those working regular shifts. So if you get out after 6pm, you're SOL. 

Upper management provides dismissive responses to employee concerns since it doesn't affect them. 
If you're told you'll be working at the Matrix, I suggest you keep looking.

Changes in campaigns are never smooth and full of difficulty.   
Team mates still work during major holidays like Christmad and Thanksgicing.

When you first get hired, they embrace you with free food and the culture. There are a lot of awesome people here with decent human beings, but you will quickly be micromanaged for everything you do. 

Bathroom breaks are on a schedule and are timed. Management will get on you if you miss your scheduled bathroom time. Sometimes chats/calls go longer than expected, so this is not possible. At the same time, if you take you break after the call/chat, you will be out of "adherence," which never was a metric before, but is now. This is a problem for those of us with heath concerns that need to be taken care of during the bathroom breaks. I have a skin condition, so I use the break to apply my prescribed medication during my breaks. Scheduling this time is a problem and I am sure there are others out there with digestive problems as well who would rather not be stressing out on the pot.

Also, if you have a doctor's note to be out for a few days, they will not care and management will talk mess about how many days you miss. I saw a woman miss a few days for her sick baby and all I heard was nothing but upper-management bad mouthing her missing a few days to take care of her baby and saying how she would never get an upper-position like that. Yet, if you are at a higher position you get more flexibility on this. Family definitely does not come first here. 

As for advancement, they play favorites on who they have known the longest. Your education or previous experience does not matter here. 

Instead of being a giant team to help each other, top performers are treated better by both TaskUs and upper-management. It feels more like a gym class with top athletes getting more flexibility. 

Some campaigns DO NOT get holidays off, even though TaskUS recognizes the holidays in the presentation when you are hired. We were told on the floor that we will get none off. Of course you get holiday pay, but does that make up for time missed with family? You decide.

I will say that they do try to have a lot of fun events going for employees, but it doesn't matter because everyone is always stressed and trying to meet "goal" to care about any of it. Additionally, don't expect much of these events if you are overnight. 

Should you work here? If you don't care much about holidays, timed bathroom breaks, Dr. excuses not counting, upper-management getting treated better, and holidays with your family, by all means! Otherwise, please go elsewhere.

The content moderation campaign isn't so bad, many complain that it's boring. However, on the service campaign everyone hates it. Everyone wanted to transfer to the content moderation side, but they added the requirement to work with TaskUs for entire year before becoming eligible.

The work itself is not easy to begin with. The training is terrible and nothing that's covered will actually be part of the job. There's no cohesiveness to what the policies are. Everything is constantly changing from one day to the next. 

At one point there were two O.Ms. One got fired, the other soon quit because she said she didn't sign up to be the only O.M. The upper-management is quick to accuse everyone of not doing their jobs because of the metrics goals not being met. Yet when our needs are addressed and discussed they never get to the point of actually doing anything to make things better.

Their goals are unrealistic. The people which we assist are often difficult to work with. We have to keep assisting them until the issue is fully resolved. If it's a technical issue, it can take months.

Although we are not the people actually fixing the issues, we do have to take ownership of them. The other teams we work with to resolve issues often drop the ball. They are not accountable yet we are the ones receiving the survey.

Often, these other teams will completely not do their job, leaving us to continually re-escalate the same issue. Therefore causing our metrics to be hurt.

If the clients respond back to us after the cases are over, we still have to assist them. Even if they've already given us a 'no' on our survey. We are obligated to respond to them as long as it's been less than 14 days. This is ridiculous since we already have enough backlogs and other work to worry about. 

Many of their policies are pointless and don't make any sense. Often they make an already tough job more difficult. It's stressful, no one there actually enjoys the job. Most are just staying because the pay is decent. 

Many are starting to quit. Some have stayed with the hopes of being promoted. However, most recently they did not promote from within as they said they would, this upset many people.

I moved to Texas and got hired for critical safety team. While the position wasn't bad, the training is intense, fast, and hard to navigate at points. The requirements for moving on from nesting to production are quite intimidating considering the timeline allotted for the training process. Managers are friendly, knowledgeable and try their best to liven things up during the long first days on the computer and slideshows...the issue comes into play when you realize the pace is quite fast, it's a TON of information and you it's difficult to retain everything the way you need to to be successful. I personally have ADHD and discussed my concerns with the management team and was basically "reassured" that "once you hit nesting it all just clicks", however when you enter nesting you are "graded" twice a week and then "coached" on your scores...EVERYTHING is a markdown, most of which are enough to automatically fail you. I had an issue with the computer while trying to send the report (it didn't paste the body of the report) and I received a zero-after getting 100% on the very first grading. They have a lot of feedback they offer, but most of it is repetitive and unhelpful in context. I had a family emergency halfway through nesting regarding my son and was told I had no choice but to resign and reapply when it was resolved. I found that disappointing considering they were well aware that I am the only person my 14 year old has here in Texas and that ties my hands in this situation. One absence during the entire training/nesting period affords you a "final" regardless of the reason. 

I did reapply 2 days later as I expected and advised that the issue would be resolved, and expressed my frustrations and apprehension to the safety team position I previously had, and was hired for the Content Moderator position (I was offered both at hire the first time). I am hoping this training campaign is a little more thorough and positive.

The environment of TaskUs overall is amazing. Very comfortable, inclusive and modern. My previous position was an "empty desk" policy and it is an adjustment to get used to not being able to pass through certain areas with a phone, pencil, etc. Especially when clearly note taking and the like would make the training process more manageable.

Ultimately I believe it depends what campaign you’re hired for. If you’re hired to be a Fraud Representative, be ready to feel extremely micromanaged and under-paid,  between $17-$18 dollars an hour. You’re held to the same standard as the client (or even higher) - meaning your quality has to be up to par, as well as your metrics (KPI’s). TaskUs likes to promote amazing PTO/UTO hours, however, they will insist on avoiding taking time off to reduce “shrink” - meaning, don’t take time off. If you decide to work for TaskUs, you will never get paid as much as the representatives that work with the actual client. TaskUs pay will ALWAYS be less, but you’re expected to do the same amount of work as the campaign/client - or more, and they will pile on additional projects outside your job description and duties.
The positive aspects of TaskUs is that you will be given 2 days off back to back. Once you’re hired for your role, you are able to apply at a different position after 6 month, however, there are typically no roles open or management will state that there is too much workload to afford moving you to a different campaign . 
TaskUs was focused on “Frontline First”, however, it appears as if the company has lost its value and is only seeking to lock monetary gains from the clients they partner up with, thus increasing the workload on its employees while not increasing pay or awarding raises. There are teammates that have gone 2+ years without raises, this includes Team Leads. 

It’s also very important to note that TaskUs bribed its employees to return to the office by offering a limited amount of employees a raise, but when they received backlash, they decided to honor the raise to ONLY those that agreed to return to the site. Nonetheless, the teammates never saw their increase until concerns were raised. 

Countless of employees lack emotional intelligence, primarily those in charge of leading the teams. More often than not, you will see individuals who lack emotional intelligence and the ability to lead and delegate tasks as supervisors and managers.

Definitely do not recommend TaskUs as a long term job, or career - but something more temporary to gain experience. 

Top Job Titles	Average Salary
Customer service representative 16 salaries reported	$16.31 per hour
Moderator 6 salaries reported	$20.67 per hour
Team leader 9 salaries reported	$47,433 per year
Learning experience designer 7 salaries reported	$30.43 per hour
Social media specialist 4 salaries reported	$18.50 per hour

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