Pros
Pros: -I've never learned so much in such a short time...ever. -Gained valuable insight into process at a SaaS company. -The company hires very bright people, for the most part. You will work with some incredibly talented colleagues. -Close-knit teams. -You will be very well prepared to advance your career outside of Zenefits once you leave, since it is such an intense experience.
Cons
Cons: -The general sentiment is that it is better to build things fast than to build things well. In this light, faulty systems are rarely totally destroyed to create better ones. Band-aid solutions are the norm and affect CX negatively. -When you bring up an alternative to a poor process, you are often shut down by bureaucratic hierarchy. The company has WAY too many redundant layers for such a young start-up. -"Root Cause" culture turns into a blame game. Support reps spend valuable time identifying the internal cause of a problem before they tackle solution for a customer. They do this because they are told they have to. "Root Cause" is identified by listing departments or individuals on internal issue-tracking tickets. -Metrics are intense and rigorous for customer-facing employees with little product support. -People empowerment is a foreign concept. People = Metrics here. -Difficult to move up or laterally across departments. -Work/Life balance is so non-existent, it is laughable. -Inter-department communication is poor. None of the Ops teams have any idea what the others do day-to-day.