Pros
Good benefits including paid time off and decent matching 401K (before the freeze on this due to COVID-19 cutbacks). Many of the employees genuinely care about their customers and work hard to take care of them.
Cons
The company has incentives to move employees to Charleston, and everything is very Charleston-focused. Even participating in calls remotely is challenging with poor audio and few people in headquarters turning on their video cameras. The workforce strategy is such that unless you are in sales, there are hard limits as to your growth outside of Charleston. This hyper-focus on one city makes for an extremely homogeneous workforce with the leadership primarily being white male, so there is little diversity in thinking and a lot of politics to deal with. The politics seems exception for a relatively small (<4K employees) company. The company has moved away from providing a good customer experience. Customer success had been cut significantly and customer support has been offshored to Costa Rica. There's really no problem moving support to Costa Rica except that support reps are given one week's training on a lot of very different products. Support reps are incentivized to get a customer off of chat or the phone by sending links to knowledgebase articles and closing the case. Sales people aggressively sell add-on products to existing customers. There is very little ownership of customer accounts and sales territories change at least once a year. The focus is on net new customers and not retention, though with customers leaving in droves, there has been some focus on how to retain that revenue.
