Pros
Company's mission is powerful and helping my customers is the only thing keeping me here
Cons
Mass layoffs. Offshore staffing taking over. No opportunities for onshore specialists, while offshore team gets promotions within months. No 401k matching despite being the most requested benefit year after year. Constant changes to responsibilities makes it hard to keep track of what your job actually is. They say their remote culture is built on trust, but we have to announce where we are and what exactly we're working on every single minute of the shift even though there's enough data tracking in and IT monitoring in place. The pressure is insane and drives people to feel burnt out and used. There is new training for dealing with customer's trauma, but absolutely nothing in place that actually promotes employee well-being for second hand trauma.