Pros
Great salary package and benefits. Fully remote. Genuine great product that can change the industry. The onboarding team does a fantastic job. Direct managers try the best they can to create a good working atmosphere even though everybody is overworked/burned out.
Cons
EVERY SINGLE EMPLOYEE IS BURNED OUT. Half of my travel agents team (experienced and senior TA), me included, left within 1 year of starting the position with a salary way above the median and top-notch benefits due to the quantity of overwork expected. They want 24/7 support so expect to work on Sundays, bank holidays, starting as early as 8AM and finishing at 7PM with a 30 minutes lunch break (1 extra minute meant a bad KPI review for the week). You are expected to handle 3 chats and one call at the same time with complex cases including multiple passengers or refunds, etc. all within less than 8 minutes. It's clearly impossible to maintain the KPI and provide a satisfactory service at the same time you end up with mid or low tier KPI performance while working +9hrs a day. Same goes for the sales reps, CSMs, software engineers, by first hand accounts.