Pros
I really enjoyed the culture and benefits while working at Zola. Every member of the team made themselves available for questions and help. There was never a time where I felt I couldn’t ask a supervisor a manager or team member for something and they would be annoyed or leave me hanging. Everyone is really so helpful.
Cons
The SNI agents ( mostly remote workers from the Philippines) cherry picked which tickets they wanted to tend to sometimes they took to the more simpler tickets to keep their numbers up and reroute it the more intricate tickets back into the queue. Management was very good about calling this out when we complained about it and sent out several announcements request requesting that this and requested that everyone take responsibility for the tickets that are routed to them. Unfortunately, my contract was not renewed because the company employed bots for our roles. I felt that this was greedy and disingenuous, but I do understand that majority of companies are moving in this direction for entry-level position positions.