Pros
The work from home (although they’re taking that away too)
Cons
1. They exploit your mental health by paying you $18/hr (which is what they decided it’s worth) for the long term PTSD of sifting through negative rhetoric and traumatizing video content for 8 hours a day 5 days a week. What is seen cannot be unseen. They don’t cover your outside therapy bills either. The person you come out of from this job will be different then the one who came into it. 2. Their in house wellness program is nothing short of a liability net to convince you and the public that they care for your mental health (mental health they know they abuse through this very job existing). You’re forced to participate in one on ones and group wellness activities which includes games likes scatagories (which doesn’t seem to help in recovery when you’ve watched content such as a video of a girl getting violently sexually raped or a puppy stomped to death by a psychopathic teenager). The one on ones barely feel like therapy that aides in recovery from this trauma and more just “yeah, I can understand how that would make you feel this way”. Knowing their employees watch this content, you think they may have implemented actual therapeutic practices specifically for PTSD, but nope. Your mental health really doesn’t matter to them, making profit does (even at the expense of that to prey upon us desperate working class who need the money to support our lives), because if it did, we would be paid so much more money for this sacrifice and their wellness program would be h more legit and serving. 3. They violate their own ethics and retaliation policies quite often, and when you call them out on it, they reprimand you or the issue just disappears and they never follow up with it. I called them out on the wellness program, they got scared that the other employees could see my points, and reprimanded me in a one on one impromptu meeting trying to tell me it was inappropriate to voice those concerns for all to see. They would read my chat messages and ignore them and then tell me they never saw it even though the messenger shows when the message is read (retaliation in the form or ignoring). They fear voicing the truth and giving other employees the wake up call they need from their enslavement and exploitation. In retaliation for me not completing yearly training courses, hours long courses they expect you to fulfill yourself (instead of in a designated training program or at the start of your employment) on your own wellness time (rather than on company time since wellness is there for your mental health and not administrative work), they threatened my job security “we want to remind you that your an at will and we can terminate you at any time for any reason”, withheld all future opportunities from me, and threatened decreasing my pay, despite their own policy stating that the only consequence was email reminders and year end rewards benefits being revoked. I called them out on this and they went dark on me. Never heard from them again about it, because they know they were wrong and trying to use intimidation tactics to force me into compliance and submission. 4. Leadership is disorganized, some act superior, sometimes gang up on you, gossip behind your back with their false perceptions of you, and can be lazy. Where things could be more effective, they fail. There was barely any training program in place when I was hired, so I didn’t know a lot of things, and would be talked to in condescending manners for it. You’re expected to know things more than people actually teach you things. My training was a guy talking about sports most of the time and inefficiently walking us through complicated steps while not teaching us other important things like how to do your time card so you can get paid. They micro manage you like crazy too. There’s consistent check ins, 3 weekly mandatory meetings (used to be meetings almost everyday), and a nauseating shadowing of everything you do. They speak to you in tones and language that makes you feel like a little kid being lectured by their parents. When information about updates or requests are given, they lack sharing all the necessary specifics and steps involved in how to actually do something and do it right, and there’s an expectation that you should just know or just ask, when they should just share the information in completion from the beginning. When you address your grievances or concerns in the meetings, rather than listen, reassure, consider, and discuss, they brush you off like they’re annoyed and don’t want to deal with it and just remind you “this is how it is and it’s not changing so get used to it”. They become much like the negative comments they review. 5. They are forcing the vaccine on you. If you are an individual who has decided you don’t want to get one, you’ll be fired by November 15 for that decision (a violation of their ethics policy because it’s retaliation for your decision whereas the other group is rewarded for theirs) or you won’t be hired without getting it. 6. They fail to take your mental disabilities seriously such as ADHD. You are given a quota you are expected to reach everyday, and when you don’t, expect a meeting every time about it. They will pull up all the comments you did, ask you why it took you this long for this one from three days ago or this one from an hour ago, and why this one was marked this way, and nag. I found myself repeating my struggles to deaf ears with a constant expectation that I’d improve on something my disability wasn't able to actually achieve. Sharing this was always ignored. They then created features called the pocket SME and the flow chart that they think is helpful for productivity and efficiency, but it requires double the work because you are essentially doing the same work twice, just in two different ways. There was one team lead who actually thought these were different features, but they do the exact same thing, he just couldn’t be bothered with push back. Rather than these being charts you can refer to when needed, which would be helpful in that case, you’re forced to use them on every single comment to find out how to mark a comment then have to still do all the same work marking the comment yourself (it’s harder to explain the program to those who aren’t familiar). This made reaching my quota even harder, and yet despite them knowing that this hurt my scores and that I needed my numbers up, they still enforced it on me and pressured me to improve my scores regardless of my disability. 7. When you have an issue, always expect a forced meeting about it. They’ll never email a response to you (most likely to avoid liability issues) and if you refuse and insist on email correspondence they’ll ghost you. 8. Their tech line is an issue all on its own. It almost feels like I got the same guy anytime I called. He was rude, dismissive, and would talk to me like I was an idiot. He gave confusing information and most times didn’t know how to help or would give me the wrong help (which I’d then have to call him back for more help). Also, you have to change your password every 72 days or so and no matter how many times I changed my password and followed the steps correctly, I’d always get a “you entered the wrong password”, then my account would get locked out, and I’d have to call for assistance literally every single time. There are even pages to resetting it that direct you to log in, so in order to change your password you have to sign in with the password that it won’t take lol. 9. I’ve been a rockstar agent before and have also been told I had high scores in certain areas and was doing a great job and should think about interviewing for the next position up, yet at the same time they say things like this, my team lead would be “concerned” with my scores if I got ONE thing wrong. They’d have a whole meeting with me about it. It’s confusing how they build you up but then also treat you like you’re doing nothing right and are a “concern”. It’s all there to just keep you anxious so you remain subordinate. 10. I interviewed and was hired under the guise that my position was permanent work from home. Consistently, they tried to take that away, even telling us after our first day of training that we had to go to office next week. No warning, no discussion, just completely going back on their promise. Also, when I was hired, it took almost five months before I actually began working, because there were so many issues getting started, getting information, getting trained, getting assigned. They also tried to get me to interview for a different queue, and told me it was a specific pay/shift/hours, but then after the interview it was overnight instead of morning etc, and suddenly I couldn’t switch back to my old queue because it wasn’t available anymore. I had to fight to get switched back despite their fault in misleading me.