Problems Prompt Hiring Spree as Market Turns

Amid backlash over customer service problems, CEO apologizes, and announces 480 new hires.

Kris Marszalek looking happy with a large group of young people behind him.
Created by Gabor Kovacs from DailyCoin
  • CEO apologizes for poor customer service.
  • Kris Marszalek announces onboarding new staff to address the problem
  • Users have shared their customer service nightmares.

During the brutal crypto winter, has faced severe problems. As a response to the downturn, membership perks were slashed and 40% of its workforce was laid off, indicating that the company has been operating on a skeleton staff ever since. Throughout this period, users have continued to share their customer service frustrations, including unacceptable wait times and, in some cases, a complete lack of response.

Sponsored CEO Kris Marszalek apologized for problems experienced by users in a recent 𝕏 post and announced the hiring of additional staff members to handle the surging volume of inquiries. Tackles Problems Head On

Marszalek’s 𝕏 post apologized for’s customer service problems, stating that the company has hired 480 new customer service reps to deal with the increased volume of inquiries as crypto markets pick up.

However, Marszalek cautioned to expect a transition period as the new hires undergo training and get up to speed with their new roles. “It does take time to train & onboard them all,” he wrote, asking for patience from users during this rapid scaling phase.

In a gesture that underscores’s commitment to resolving its customer service woes, Marszalek invited users to DM him for urgent assistance. “I allocate time every single day to help out customers,” he stated.

Although Marszalek’s open invitation for users to directly message him is a positive sign, the torrent of complaints across social media highlights the depth of frustration with the company’s customer service shortcomings.

Customer Service Nightmares

The frustrations of users have been on full display across social media. One Redditor recounted losing their card and requesting a replacement, only to face a bureaucratic nightmare. Despite providing updated address details and being assured the change would be processed within 48 hours.


However, after two weeks of radio silence, the customer was informed that a new agent had taken over their query, only to be passed around to multiple representatives with no resolution. 

"I can't really understand why can't follow up with a simple customer query like change of address, report loss of card, and reshipping. This definitely should not take more than a month!" the Redditor vented.

Another user revealed feeling helpless following a crypto deposit mistake. Expressing frustration, the user stated that the customer chat was inaccessible with “no other contact option.” After finally reporting the issue and undergoing an extended wait, the user received a generic message asking if assistance was still required. When replying affirmatively, the user’s response was met with no reply.

On the Flipside

  • drew flak for its $700 million, 20-year naming rights deal for the LA venue (formerly Staples Center). Critics argue these funds could have been better used to navigate crypto winter.
  • The company introduced a new membership reward perk recently, involving users being reimbursed for purchasing Apple products using their CDC card.
  • Marszalek noted improved revenue and profitability in Q4 as the market rebounded. He expressed satisfaction with the company’s future outlook.

Why This Matters

The worst of’s problems seem to have passed, particularly as the hiring initiative reflects the positive shift in market sentiment. However, is the hiring spree too little, too late for those who endured a subpar experience? Doubts linger about whether the management team has gleaned valuable lessons from their past mistakes.

Learn more about’s latest innovation involving Shiba Inu derivatives here: Launches SHIB Strike Options: Here’s How It Works

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This article is for information purposes only and should not be considered trading or investment advice. Nothing herein shall be construed as financial, legal, or tax advice. Trading forex, cryptocurrencies, and CFDs pose a considerable risk of loss.

Samuel Wan

Samuel Wan is a finance professional turned crypto journalist, known for his insightful reporting on market trends, regulatory changes, and technological developments within the digital asset industry. His ability to simplify complex concepts and report the facts has made him a trusted source in the crypto community. Beyond his writing, Samuel is an active mountain biker and gamer.