Happiness Heroes are the people who help customers with queries via Email, Twitter and Live Chat. Weekend Warriors are people in the team who help with those same things during the weekend (though it's a full-time 5 days a week role, so 3 other days too). We have 6 full-time members of this Happiness team, it's something we make a very high priority. In the last month we answered 92% of emails within 6 hours, 65% within 1 hour, with a volume of around 10,000 emails.
I can definitely see how it seems Mary is getting screwed. Our equity number there is misleading, she has 0.3% (column to the right). Key things to note: Mary lives in Spokane, which has a relatively low cost of living and falls into our "C" bracket in the salary formula. If she moves, her salary will go up by either $6K or $16K depending on where she moves to. Also, Mary chose equity over salary (yay) which is a choice to increase equity by taking $10K less salary. I hope that helps explain things there, let me know if you have any more questions!
"I can definitely see how it seems Mary is getting screwed."
I love how you guys went fully transparent but I lost it at this one lol. I was kinda put off by the "we get hundreds of emails" stuff but I guess I'll go ahead and join in the herd. You guys seem pretty cool.
Happiness Heroes are the people who help customers with queries via Email, Twitter and Live Chat. Weekend Warriors are people in the team who help with those same things during the weekend (though it's a full-time 5 days a week role, so 3 other days too). We have 6 full-time members of this Happiness team, it's something we make a very high priority. In the last month we answered 92% of emails within 6 hours, 65% within 1 hour, with a volume of around 10,000 emails.
I can definitely see how it seems Mary is getting screwed. Our equity number there is misleading, she has 0.3% (column to the right). Key things to note: Mary lives in Spokane, which has a relatively low cost of living and falls into our "C" bracket in the salary formula. If she moves, her salary will go up by either $6K or $16K depending on where she moves to. Also, Mary chose equity over salary (yay) which is a choice to increase equity by taking $10K less salary. I hope that helps explain things there, let me know if you have any more questions!