Pros
At present, there are no clear advantages to highlight.
Cons
Career progression is extremely limited. Employees often remain in their roles for extended periods, as internal mobility is rarely supported. Project management is consistently poor. Projects often start with unclear direction, weak ownership, and little accountability. Good ideas and initiatives are frequently assigned to people who lack the experience or capacity to drive them forward, which pushes the workload onto already overstretched teammembers. Communication across teams is dire. Concerns are repeatedly raised but often ignored, creating a disconnect between management and operational realities. There is a strong sense of favouritism among certain managers. Decisions often seem influenced by internal relationships rather than merit. A “yes-man” culture is encouraged and constructive criticism is treated as pushback, questioning decisions can lead to being sidelined. Customer-facing teams are significantly overworked. The company is overly focused on internal metrics rather than actual customer outcomes. Customer satisfaction scores are largely the result of coached responses, and any drop is immediately blamed on the teams rather than addressed systemically. Genuine customer feedback is frequently dismissed. If a customer considers leaving, senior leadership will find a way to place the blame entirely on the customer-facing teams, rather than examining product shortcomings. Recently, several customers have raised concerns about the support team’s growing reliance on AI. This shift has led to dissatisfaction, as the days of technically skilled, hands-on support appear to be diminishing. It seems this is the result of directives from senior leadership which have pushed the team to use AI under strict compliance requirements, with little consideration for the actual customer experience. This apparrent culture rewards avoidance and discourages honest feedback. Leadership has created an environment where accountability is absent and meaningful improvement is nearly impossible. Without serious changes at the top, the organization will continue to struggle, and morale and customer experience will keep declining. There seems to be a troubling trend toward overdependence on AI and intensive micromanagement of the support team, raising questions about the company’s strategic direction. Product issues are more frequent than ever, with major problems affecting the platform almost every release. Development teams are overstretched, and even internally, clear timelines for fixes are often unavailable.
