Pros
Teammates are very supportive and available. 100% remote work. Complete scheduling autonomy (this backfires if you are put on hourly and then file for unemployment because you have no hours because you aren't given any projects to manage going forward. Envoy will claim that you didn't make yourself available when you actually were available because they promote the fact that you can MAKE YOUR OWN HOURS as long as you can accommodate the customer which we all do.). They do have a good medical benefit plan. When you are salary, the pay is good. If they put you on hourly, good luck getting any hours from them. They do this to try and force you to quit verses being on the hook for paying unemployment. They told another employee that they would give them more hours if they rescinded their unemployment claim. They outright told me that I could not file when I knew that I could.
Cons
Onboarding is sketchy depending on your role. They use Gusto to manage HR items. Gusto sucks. ICs aren't given tools necessary to manage their work efficiently. I asked to expense a software ($7/monthly) that worked very well and was ignored. All the ICs really wanted to use the software to help them manage their work. It was never approved. We were left to pay for it ourselves if we wanted it. There is a group of OGs that will always be taken care of first. All hands meetings are a cheerleading session to tell you the business is doing well but their actions after this don't match the statements made at all. For a year, I wanted to learn more but I was kept siloed in configuring Zendesk only. I managed a lot of projects and, more than likely, made Envoy a lot of money as a result. Therefore, why would they want me doing anything else. Your performance is based on billable utilization. However, if customers cancel calls at the last minute, this tanks your utilization metric and you have no recourse. You can't bill for that time. When I was salaried, I was always in the 90 percentile with billable utilization and managed about 30 or so projects. However, when I was placed on hourly, I was reduced to about 6 projects and barely had 5 hours weekly and was never assigned any more new projects. While the pay is good when you are salary, their lack of work won't be able to sustain what they are paying which is why the highest paid people are being transitioned to salary. That decision to move someone to hourly is NOT based on performance or tenure at all. They used to have a high flow of work coming directly from Zendesk and Envoy will tell you that they are the "go to" partner with Zendesk. However, the amount of work they actually get (after Zendesk went private) contradicts that. Since they lost all of that contract work, the business has been suffering. I questioned why they put all of their eggs in one basket last year because something like this could happen. The owner of the company tries to be strategic in what she does but she really does too little too late. I don't think she sees far enough down the road to remain a healthy company. Too many people abandon the company as a result of this. Employees are not stupid. I regret referring any of the employees I did because now they are in the same predicament as I was. Had I have known how this company operates, I would never have made the referrals. Since knowing, I've actively been helping those affected to gain other employment to get them out of this company.
