The Company that Earned the Good Reputation is Dead
Pros
Within the support division, you take calls from business owners that are as a whole quite friendly. Inbound calls are generally easy and contention free.
Cons
Endurance purchased Constant Contact as a talent acquisition in 2016, took all of the great management that built it into a successful company, and has been draining every penny it can from the dying company since then. It's now ruled by the leftover incompetent middle managers and petty tyrants that weren't recommended by their peers to be hired by Endurance. Since the acquisition, the support division has been changed from a department designed to help and support the user base to a low-paid sales division. The only metric tracked is how many "Recommendations" you make, which is to say, how many times you successfully steered the conversation towards one of the many extra things Constant Contact sells and tried to convince the customer to buy something that won't help them. Customer feedback, survey scores, resolved issues, bug reporting, troubleshooting, and going above and beyond to help people is no longer expected or wanted, as those things don't make Endurance money. The only feedback you'll ever get from management is that you have to sell more, although sales aren't ever mentioned in the job opening. If you're selling on 20% of your calls, they'll raise it to 35%. If you sell your soul and reach that number, it will be raised to 50%. If you're willing and able to say and do anything to talk someone into buying things that will only hurt them, you may even have a management position in your future. A big part of Constant Contact's employment pitch is that everyone is promoted from within. That certainly seemed to be true, five years ago. Now internal promotions are used as carrots on sticks to try and get employees to sell more and make more money for the company. If you meet all of your manager's goals, you're only a perpetual six months away from promotion. They'll keep you walking after that carrot until you burn out and quit, then you'll be replaced with more cheap and willing labor. If you work for Constant Contact, there's only disappointment in the future, save yourself the pain and look for real employers that will treat you well. If you're considering working for Constant Contact, make the best decision of your life and go work anywhere else.