Awesome CX

Pros: Some immediate supervisors are really good, they help you out a lot. Good for remote CX agents wanting to learn the basics of customer service. The initial training for new hires is actually solid.
Cons: Upper leadership feels totally disconnected from us. There's not much vision or support for customer experience career paths here. It's tough to get clear answers or feedback from them.
Advice to Management: Focus on developing middle management into stronger, more supportive leaders. Create clearer progression paths for CX professionals. And please, communicate more with the frontline teams.

Pros: The team I worked with was really supportive, especially as a Customer Service Representative. It's a pretty chill remote environment, so working from my home in Austin, TX was a big plus. We had good virtual social events that helped build team camaraderie.
Cons: The broader company culture can feel a bit disconnected from leadership. There's not much upward mobility in the customer experience industry here unless you actively push for it. Sometimes communication feels a bit siloed between different departments.
Advice to Management: Try to bridge the gap between leadership and frontline employees. More transparent career pathing would also help with retention.