Pros
- Flexibility and good benefits. Any management position means you have to hit your schedule, but long-term scheduling is very accommodating / flexible as long as the needs are met. When Covid was first reported we smoothly transitioned from exclusively in-office work to working from home within weeks. - Ability to identify and solve micro and macro issues is a big plus for me. This company has strong inter-departmental communication, so we are able to reach out directly to decision makers to highlight issues and form plans in real time to address. We can establish teams on the fly to brainstorm on certain tasks and put it into play quickly. I can identify needs independently, create projects to analyze / address and see real change follow. - Extremely customer-friendly service policies. Escalated issues are often about mechanics of accomplishing something instead of what we cannot do for someone. This makes it easy to service most situations if they are escalated. - Team atmosphere is very strong at all levels of the business. There is respectful, professional cooperation and low turnover so that you get to know the folks you are working with - right up to the CEO. We hire upbeat, friendly representatives and there's a big focus on internal service and not just external. This makes managing the day to day much easier! - Customer care representatives have the autonomy / tools to solve all customer issues and we filter for that service mindset when hiring. They can do everything managers can do to service a customer and have very clear service goals. This makes giving feedback easy since it is usually just advice on a new way to help a customer. Representatives go through an extensive training class before helping customers on their own, so I'm not spending too much time chasing "the basics". We have a Team Lead position that helps us assist representatives with their issues and goals. - There are clear, reasonable policies and expectations set for when corrective action is needed. Evaluation metrics are tied to department averages. This makes it easy to communicate where improvement needs to occur and allows for self-improvement.
Cons
We have just hired on a new CEO who seems to have a very progressive outlook, comes across as very supportive and is asking for a lot of feedback to make changes. I've seen this point below already called out for improvement, but including to be fair for the current state. - A smaller company, so the career path is decided by what needs arise in various departments over the years and there is not a clear path for advancement at this level. Roles are not as cleanly defined / separated so there's a bit of doing everything in many positions. I feel that I am compensated fairly for my position and there are annual evaluations for pay increases and other perks. I'd just advise applying if what you see above fits what you'd like to do and you are not hoping to climb a ladder out quickly.
