Pros
The technical staff are knowledgeable and supportive. Many are friendly and willing to help others learn and grow. Some members of management appear to have employees’ best interests in mind, though this can be impacted by pressure from upper management to improve metrics
Cons
Employee burnout is a widespread issue. Although upper management and ownership have stated for some time that hiring is underway and conditions will improve, the workload has only become more demanding. The growth in clients continues to outpace staff expansion, leaving employees under significant pressure to meet minimum performance standards. Recent communication from management suggested that, while a solution is being developed, employees should simply work more hours. New systems intended to improve productivity are frequently rolled out but are slow to implement, often introduce new complications, and rarely see consistent use. Staff are expected to account for every minute of their workday. When personal matters arise and time off is needed, employees are typically asked how that time will be made up—despite being salaried. The company promotes a mission to “reshape the experience for clients and team members,” though the latter often seems to be overlooked. These concerns have been raised repeatedly, but little has changed. It remains unclear whether leadership is unaware of the situation or simply does not care