Lately the company has been scaling back benefits to maximize profit. Contrary to what they say, they have consistently demonstrated over and over the last 2 years that they have no respect fortheir people, and their customer facing teams are almost treated like the leadership does not even see them as human being worthy of dignity or respect. The once vaulted culture is all but gone.
If you are considering joining the support team in as a way into the company, don't do it. They rarely promote out of support and the ones that do make it take years to get out, regardles of performance and qualifications. I know Support specialists with years of experience, masters degrees, and several certifications, who are constantly passed over. Many of the support managers are very petty, underhanded, and will back stab you if they think it will make them even slightly look better, and there has become a serious culture of distrust between the support specialists and all of the leadership. The managers will not protect their people when customers are being outright abusive and will actually blame the Specialist for the customer being mad. I could honestly go on for pages about how toxic and soul crushing working in the support team was, and the leadership has done nothing to aleviate that difficulty. They recently reduced the work load so slightly that it really does not make any difference for most people, but increased some other KPIs so it really does not change much.
The pay might be decent compared to other support roles, but for the amount of knowledge required it can be low, especially when when there is effectively no career growth to look forward to. They used to offer unlimited PTO, but now it is Flexible PTO which means they limit how much PTO you take, with out having to pay out unused time if you leave or get terminated. The limitations of an accrued plan, none of the cost for them. Also, they explicitly said this is because they can no longer trust their employees to use good judgement, and then backtracked on that statement. They used to offer an annual Week of Rest where the whole company shut down for a week, and only had people work on a volunteer basis, but now they are likely going to scrap that for their customer facing teams, because once again, they have no respect for any of the people that deliver human value totheir customers.
I cannot stress how much better my life is, and how much happier I am since I left. Avoid this company like the plague if you have any semplance of mental health.
