Pros
Some of the individual contributors on the support team are genuinely helpful hardworking and committed to doing right by customers there are people here who care about solving problems and supporting each other despite the limited direction from above.
Cons
The support organization suffers from poor leadership inconsistent priorities and lack of operational maturity Frontline agents are expected to absorb the consequences of unclear processes shifting expectations and decisions made by people who seem disconnected from the actual day-to-day support workload. There is recurring pattern where feedback from agents does not appear to meaningfully influence how support is run instead of building trust creating clear escalation paths and improving internal documentation leadership tends to push pressure downward the result is a team environment where agents are left managing customer frustration without enough authority context or support internally. The biggest issue is not the front line team it is a leadership culture above them. There are blog posts about how bad our leadership was at previous roles that is concerning to say the least. there is a noticeable gap between how support leadership presents the department and how the department actually functions expectations are often communicated vaguely priorities change without explanation and agents are left trying to interpret what good performance even means.