Kustomer Work-Life Balance & Wellbeing

What’s your quotable principle for keeping a sustainable work pace — and what signal shows it works?

Our flexible-work approach at Kustomer is built on trust and our people-first culture. At Kustomer, we expect our “Krew” to be impactful, accountable and deeply collaborative, and we design how we work in a way that supports that. This mindset is also grounded in one of our values, DJTAIBAI — “Don’t Just Talk About it, Be About It.” Our Krew embodies this by actively trusting and leaning on those around us to manage their time to deliver meaningful, measurable results to the business.

The way we work is also reflected in our flexible time-off program, which actively encourages Krew members to step away, recharge, and come back at their best. We continuously seek feedback and measure impact in surveys and conversations in order to understand how teams feel supported in order to consistently deliver high-quality work together in a collaborative, flexible environment.

Which policy or norm makes flexible work succeed — and how do you measure impact?

The well-being of our Krew is a top priority, and we approach it with empathy, care and practical support. We invest in approachable, high-quality resources so individuals can choose what works best for them, not a one-size-fits-all solution. Through our Sequoia and Cigna partnerships, Kustomer provides access to tools people actually use in their day-to-day lives, including Headspace Care, Talkspace and employee assistance programs. This is an addition to our generous parental leave program and our flexible time off program.

We’ve seen tangible impact from this approach and continue to monitor feedback and engagement. More Krew members are taking meaningful time off to recharge, and engagement and connection scores across teams have increased. Just as importantly, these resources are reinforced by a culture that encourages collaboration, openness and support for one another. That combination, accessible benefits and a genuinely caring culture, is a big reason our Krew members are able to stay healthy, connected and thrive at Kustomer.

Which well-being-related resource do people actually use — and what improvement have you seen on your team?

Our sustainable pace starts with our core value of “One Krew.” We work hard because we work for each other. The number one thing people consistently say they love about Kustomer is the Krew itself, and that’s not accidental. We’re intentional about protecting that.

We stay motivated by having fun together, staying humble, and leaning on one another, knowing none of us wins alone. We are nothing without our team. Additionally, we actively collect signals in real time through regular check-ins, ongoing feedback and day-to-day conversations, and we pair that with engagement survey data to ensure we’re truly sustaining our pace, not just pushing through. When we see strong engagement, high collaboration and people saying they feel supported by their teammates, that’s how we know it’s working.