A Meta customer service agent working for third-party firm Teleperformance revealed the job has become so stressful, she suffers from insomnia.
Because sometimes she's powerless to help Meta users, it's tough to earn productivity bonuses, she said.
She can investigate, troubleshoot, and as a last resort escalate the matter to the internal Meta team.
Despite not being empowered to help, Meta customer support agents are also instructed not to use words such as "sorry" or "unfortunately," Charlotte said.
*This article uses a pseudonym that was chosen by Insider, which is aware of the Meta customer service contractor's real identity.