Pros
Truly can't think of one.
Cons
The CX team here is an absolute travesty. By far one of the worst teams I have ever worked for/with. The lack of empathy/humanity from leadership is appalling considering they demand empathy/humanity from their team when dealing with horrendous customers who get off on harrassing associates over the company's several incompetencies (delivery carriers losing packages, cheaply made products, etc.). Retention specialists are harshly critiqued over CSAT scores and other various metrics whereas any successes or triumphs are swept under the rug/shrugged off and any areas for opportunity or below-average result is treated like you've made such a grave mistake for the company at large. Also, the amount of tickets and messages that are expected to be answered on an hourly basis is far too high as emails, chat messages, and SMS flood the inbox without any proper cadence - creating an unnecessary backlog and ultimately, making burnout a very real consequence of this job. Also, this company will pride itself on being a "start-up" which seems like an exciting environment and culture to be involved in - but no - the company still operates in such an archaic fashion that they can't even afford to offer their employees paid holidays which is a joke and a slap in the face to a hard-working team who don't get paid nearly enough to deal with this level of abuse and exploitation.