Pros
- Fully remote position.
- I genuinely enjoyed working with my clients and building those relationships.
- The role itself has a lot of potential if communication and operational processes improve.
Cons
- Communication is consistently reactive instead of proactive. Client-facing employees are often the last to know about product changes, known issues, outages, or process updates. I regularly learned about problems from my clients before I learned about them internally.
- Known issues often had no communicated timeline for resolution, making it difficult to set realistic expectations with clients.
- Training and documentation were inconsistent. I requested training on recurring processes multiple times but never received it, resulting in repeated escalations for the same issues.
- Internal guidance was not always consistent. At times, expectations communicated internally conflicted with what was communicated to clients.
- Engineering and client-facing teams often appeared misaligned. Issues would be marked as resolved even though they continued affecting other users, leading to repeat escalations and frustrated clients.
- Operational changes were not consistently communicated. Features would be removed, restored, or changed without notifying the teams responsible for supporting customers. I often found myself learning about changes from clients rather than from the company.
- Client-facing employees were expected to manage the impact of known issues without always having the information, timelines, or tools needed to do so effectively.