Zappos' senior leadership must decide whether to continue to schedule the call center shifts based on seniority or to consider a new plan that makes use of Uber-style surge pricing to pay workers higher hourly rates for the more demanding shifts. These shifts also happen to occur when the bulk of the East Coast buyers call in--early in the morning in the Arizona-based call center. Tony Hsieh, Zappos' renowned CEO, sits in on a meeting with the two call-center managers while they debate the best approach. This updated case also discusses new trends in Zappos company culture and market position, with its adoption of Holacracy and Teal.