Pros
Flexible schedules can be accommodated. Great culture, but people that truly own it are far and few. The winter season company-wide holiday is the one time that everyone seems to embody the culture and values. Benefit plans very affordable, but changes in 2025 have caused a shift to a new insurance provider that won't cover certain medications.
Cons
The culture /can/ be great, but is either used as toxic positivity or overlooked entirely. In this, I mean that you will be spoken with if you do not have the right attitude, or given a motivational story to think on so you can embrace the culture. Or, when the queues get overloaded, it means getting called out for not being in a phone or chat channel while working on an urgent case. To piggyback off of that, coaches will tell you to not use after-call work, but team leads will encourage you to. It feels like coaches and front-line leads are not on the same page. Employees are encouraged to pass-off work to previous case owners instead of taking over the case when it is difficult or needs further review. In multiple scenarios, cases I hadn't been able to work on due to being out-of-office were redirected back to my queue instead of worked on in a timely manner. Where is the drive to "Do the right thing" or "Lead from where you are"? The queue I worked in was supposed to be split evenly between chats, phones, and email, but the position is definitely 99%phone based unless you have enough phone cases to justify giving you chat time. Lack of support is another con. Most times, questions from leads wouldn't be answered in a timely manner even if on the phone with an escalated client. No support for disabilities until federally responsible to. The handbook guidelines are very vague. Very little transparency all around.
