Avantages
Great foot in the door at the company. Definitely entry level and you are compensated such - my understanding is the pay for this role is below avg for similar roles in Tech. Most of the team is great, hard working folks. I've made life long friends and colleagues to keep in touch with. Great product too. A lot to learn and various pathways you can take for other roles within the company. Not much, if anything has changed since the Salesforce acquisition. Good benefits, ESPP, 401k. Pre covid - typical tech perks like big kitchen, lots of snacks, beer fridays, ping pong, etc.
Inconvénients
The moral on the team has probably never been lower. Inept leadership with no direction other than do more, more, more. No recognition other than a small shout out during team meetings. Pay leaves a lot left to be desired considering how stressed you will be about making your numbers. People cut lunch times, breaks to make this happen. Leadership will preach "culture" but when it comes down to it you are nothing but however many cases you close. They like to throw around a ton of buzz words ie "freakishly friendly" which is confusing considering there is no metric at all for customer satisfaction. If you're a top closer, great keep going. If not, you'll probably be put on a PIP. Promotion path is non existent. People get promoted to a SR title with no explanation or path. When asked for reasons surrounding this, all the leaders will give you all different answers. Clearly promos are nothing but an eye ball test with the final say being the Director and how well you are liked. Team members are intimidated by leadership; if you have a backbone or disagree with something in a professional sense, there's a good chance you'll get blacklisted. Even once promoted, the team members continue in their day to day duties while not taking on SR level cases/duties. Even if you've taken on extra projects as a non senior member and excelled, it's more or less disregarded entirely when promotion time comes. Some people will/have got huge raises, while other top performers will only get inflation raises. When confronted, leadership gets defensive and will entirely dismiss you with no numbers to present the logic. Requesting days off is a nightmare with no clear process. You won't be able to take even one day off during "end of month" even though others will call out sick or somehow have already been approved PTO, further compounding frustration across the team. If you're looking to get on this team, put in your 6 months to a year time and start applying to other roles internally ASAP.