Pros
Absolutely amazing frontline folks who are underappreciated and undervalued.
Cons
As a former CX Lead for Lemonade (essentially a frontline manager), I can tell you that this company has changed drastically for the worse within the past year or so, at least for anyone not in the upper echelons of power. When I came to Lemonade, I was leaving a horrendous morally bankrupt company, and for that very reason. I spent months interviewing with various companies, actively seeking a company that treated its employees well. I researched Lemonade extensively and carefully chose it over other companies. Oops. Somehow, amazingly, during my time with Lemonade, it became even worse than the company I left. Good senior leadership departed, and that absence was filled with the absolute worst senior leadership I've ever witnessed. Initially it was bad enough just because there was no ability for exceptional CXers to move up. Leads would advocate for CXers who had been doing a great job and were ready for the next step, some of them who were with the company essentially since inception, only to be told that something had changed and there wouldn't be that opportunity or something in that vicinity. Tough luck, essentially. Then new senior leadership came in and laid off over 50 frontline workers, and proceeded to tell them actually it was their fault - they were being fired for poor performance. Well, as a former lead of of at least one of these "poor performers" I can tell you in my experience that was absolutely not true. Truly spectacular folks who were some of the highest performers were fired, and then told it was due to poor performance. Oh and then of course told in order to get severance they had to sign an NDA. When questioned, senior leadership refused to provide any specific details whatsoever on this supposed poor performance. Slack channels were locked down to prevent employees from communicating with each other. Leads were forced to parrot ambiguous meaningless statements when employees who weren't fired questioned what was happening. Transparency was one of the key mantras at Lemonade. Maybe it was true at one point. Clearly not anymore.