CS - Customer Service ICON Employee Review

Really great manager. Remote work major plus. No micro management. Great pay

Annual salary increase this year isn't until September which is odd.

Flexible remote work for many US employees. Most employees work hard and genuinely care about delivering quality for sponsors despite the challenges.

Leadership is disconnected from the day-to-day reality of project teams, and workloads continue to increase while resources decrease. Constant cost-cutting and restructuring have left teams understaffed, resulting in burnout and high turnover. Scope creep is common, yet staffing and timelines rarely reflect additional work. Decisions only prioritize short-term financial metrics over employees and quality. Communication from leadership lacks transparency, especially around staffing decisions, compensation, and org changes. Employees are expected to do more with less, and this has become the norm.