In order to get a promotion to a better role or department you essentially had to grind on a hamster wheel of endless customer service calls (often which were pretty angry in nature). Management often was unresponsive for long periods of time because you were expected to navigate the company knowledge database yourself quickly to answer complex customer issues regarding the app. Training was sufficiently long enough and detailed enough to cover the basics thankfully. However, management did not take customers escalations hardly at all, leaving unprepared agents to deal with irate customers on their own most of the time. Their sick day policy was quite unforgiving at the time I worked there if you hadn't earned your sick leave/hadn't been there six months; a manager shrugged at me when I asked what would happen should I get seriously ill for longer than I had sick days or PTO accrued.
