Toxic work environment in Support - Customer Support Jane App Employee Review

Hi there—thanks for sharing your perspective. I wanted to take some time to reflect before replying, I'm just going start by quickly addressing your comment about women in leadership. You mention you think it's a "Con" that “Leadership predominantly being white women who started in support.” The fact that so much of our leadership team has been promoted from within and that we’ve prioritized career growth is actually something I’m proud of. With the majority of our Support Org being women, it feels important to me that this is reflected in our leadership. If our leadership were mostly men while our team was mostly women, I’d be concerned about a diversity gap. Promoting women into leadership at Jane, and across all departments, is something I advocate for very intentionally. While I agree there’s always room to improve in DEI, I don’t see the presence of women leaders as part of the problem. 💪 Now onto the rest of your review. It sounds like you didn’t agree with the performance feedback you received or found the coaching unclear. That’s not the experience we want anyone to have, and I’ve mentioned in previous responses that we’re iterating on our training and communication with new managers to address this. Ensuring managers and teams have a shared language around performance expectations is something we’re continually working on, and I’m hopeful the Thrive Framework will help clarify coaching conversations to avoid any mixed signals. You’ve raised a significant point about feeling punished for speaking up. I’m sorry to hear that this was your experience, and I’ll be focusing on expanding how we gather and respond to feedback so that our team feels safe to share concerns. I’d love to know if you had a chance to bring up these issues in the Health Check or with any of the People Partners, as we’re always aiming to offer multiple avenues for feedback. As it happens, we have another Company-Wide Health Check coming up soon, and I’ll be paying close attention to feedback from the Support Org, especially on questions like: "I am appropriately involved in decisions that affect my work" "Most of the systems and processes here support us getting our work done effectively" "I feel welcomed at Jane because I can come to work as my true self" "I would recommend Jane as a great place to work" "My job performance is evaluated fairly" I’m looking forward to seeing where Jane is thriving and where we might need to focus more attention. I always appreciate the chance to dig deeper into feedback—it’s the best way for us to keep improving. Thanks again for sharing your experiences. We’ll keep working to make Jane a place where everyone feels truly supported and appreciated. Wishing you all the best in your next role and hoping it’s a perfect fit for you. Ali- Co-CEO/Co-Founder On behalf of Jane