Pros
Tech support sucks! Anyone who tried to get help, ended up waiting on hold for hours, talk to robots that aren't very responsive, and get scripted and unhelpful answers. While fixing it was a massive challenge, I think we can confidently say 'we did it'. We are far from being perfect, and have a ton of thing to improve. But we are the most ethical, honest, and generous with each and every customer, Expert, or employee we ever had! In order to adhere to the highest quality standard we set for ourselves, we must set a high bar for excellence. Especially for our Experts, not everyone has the skills and knowledge to deliver a delightful tech help to frustrated customers. That means that often we need to weed out experts who are not able to meet our standards, which cause a few of them to vet and make false accusations. That's Okay! If anything, some of these false accusations are the best living proof that not everyone can and should be part of our organization and brand. Since most digital service providers and software companies do not provide live support, in many cases 6YA is the only place to get help. We do it with care, empathy, and superior moral standards. Especially when companies are going fast and successful, there will always be individuals on the sidelines who are not pleased with our continued success and will do everything they can in order to stain it. Despite the constant challenges and curveballs we need to deal with each day, what continues to inspire and motivate us are the tens of thousands of 5 star customer reviews which are visible to everyone on our site.
Cons
Anyone who worked in customer support knows that it is impossible to please 100% of customers. While we're close to that goal, in some cases we can't help or provide a service below our declared standard. So yet, it is part of the job and its not always fun. In addition, a nimble startup doesnt have all the resources it needs in order to execute it's objectives and achieve its goals. Sometimes its hard and stressful, but then we remind ourselves that while work is important, its not the Most important thing in our lives. We Are!