Zappos Milestone: Profiles of 10 Employees

From free lunches to personal improvement, Zappos team members reflect on the best things about working at an Internet phenom.

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Loren Becker, Pipeline supervisor

2004 as customer loyalty team representative
Responsibilities then/now: “I started handling general calls in the call center. I soon became part of a group of team members who trained all new customer loyalty team employees. As Zappos continued to grow, so did the training team’s role. We started having all employees go through the customer loyalty training course and spend 40 hours taking calls. We grew the course from a one-week customer service-focused course into a four-week comprehensive program. Today, the training team’s grown into the Pipeline team, made up of 11 trainers who develop and instruct classes [in such topics as] communication, grammar, Microsoft Office, finance, culture, history and more.” 
Biggest change: “Watching Zappos expand from 50 or 60 people in an office we thought we would never fill to having 700-plus people spread over three buildings in Las Vegas alone. It has also been pretty wild to watch us grow from 300 brands, primarily in footwear, to more than 1,300 brands in clothing, watches, jewelry, cosmetics, electronics and more.”
Favorite perk: “Happy hours, picnics and holiday parties are always fun. Full coverage for medical, dental and vision with no co-pays isn’t a bad perk either.”
Lesson learned: “I’ve learned more about the service industry and how to treat people than about the shoe business specifically. I’ve learned to appreciate good-looking shoes and find myself looking at people’s feet in public a lot more than I used to.”

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