Pros
Company being remote is nice, especially with COVID. Ability to accrue lots of time off. Benefits: health insurance, tech stipend, sick time, vacation time, personal days, floating holidays. Being a part of a company that produces such transformative content is uplifting. Salary is livable, which is unusual for Customer Support. Lots of cross-department communication allows for good overall knowledge of “moving pieces” within the company.
Cons
Despite the “time off” available, it is nearly difficult to actually get time off approved (while in the CS Department). Team is so small (and already stretched) that it’s difficult to “cover” for time off requests. Customer Support Training took THREE MONTHS due to training being under-prepared, inconsistent, and trainer being overworked. Constantly micro-managed, yet expected to “find your own flow” when managing job tasks. Unclear expectations of exactly “what the job entails”, management, responsibilities, performance requirements, and schedule. (Some people on the CS Team can “flex” their time, others have a STRICT schedule. No explanation as to why, or at what point you are allowed to begin “flexing” schedule.) Overall, the entire CS Team is overwhelmed and working way too many hours to be paid salary. The need for Customer Support has grown too quickly, and the team is unable to adapt their training style/ new-hire-expectations to get the help they need.