Pros
Pay and benefits are good work with a diverse customer pool good/cool backend technology
Cons
(Client services management) CSM stays unchecked and are not held accountable for a lot of the actions they do, meanwhile the technicians doing the ticket work (overworked mind you) are constantly under the microscope. Since they don’t work tickets anymore their empathy for technicians has nosedived. After the tiering changes CSM became significantly more corporate and unrelatable. They borderline burned the bridge with their technicians because ??? (we still don’t know why they started being like this) It's a really bad look when CSM (which is 3-4 people) stops doing tickets, then expects the rest of their team to pick up the slack. It’s an even worse look when they blame their technicians for the higher ticket queues. CSM also does not take input very well or even at all. CSM is terrible about communication, sometimes it seems like they just expect us to know what is discussed in their meetings (which we are excluded from). Communication is not great CSM can be extremely condescending towards their technicians Things have been significantly better recently, however it still burns that they were able to treat us so terribly without any repercussions. They’ve been significantly nicer and understanding, but it all feels so fake and forced. Common theory right now is that they’re acting like this to drive long-time employees out in order to re-hire for cheaper We could barely get people to show up to work with how toxic the work environment is, yet CSM pointed the finger at their own technicians and blames them for calling out There is this constant overlooming threat of "we all won't have jobs if we don't do our jobs right", employees should NEVER be kept in constant fear of losing their jobs New processes feel like they are barely tested before implementation, changes just happen over-night with no input and we are told to deal with it This company does not like investing in its employees. Seems like most of the money nowadays is thrown into the marketing machine. Overworked is an understatement, not only are we overworked on the customer end but we have to do so much back end work to prove that we are working. Every minute spent at an 8 hour work day needs to be billed to a customer and have notes of what you did, this is fine for the technical notes however it’s ridiculous to need all 8 hours filled out. This puts so much stress and mental overhead on us. If i would bring this up the response would most likely be “well you have nothing to worry about unless you aren’t working” which is just objectively incorrect. It’s very backwards because we waste so much time billing all of this out to prove that we are working. We end up wasting a significant amount of time with all of this book keeping. This is happening because our management honestly believes that we don’t work a full 8 hour day Our work from home policy is absolutely outdated, they do not want anyone working from home. Throughout the course of the pandemic they have been trying to get us back into the office as quick as possible. They did not care about our safety, they were only doing the bare minimum to not get in legal trouble. You are constantly putting out fires and given no time to produce work that you are proud of. Employee input is not recognized or respected, it is a very old fashioned company. To be honest I live in constant fear of whatever kind of changes this company will push on us with no notice. As of recently the technicians have stopped getting invited to our quarterly meetings, this is another loss since the communication is already terrible. CEO seemingly does not care about the ground-level technicians