Brilliant Earth Customer Support Manager Interview Questions
& Process

It was a three-stage process: first a phone screen, then a video interview with HR that lasted an hour, and finally an hour-long interview with the Director. After that, they called with an offer. They asked basic sales and customer service questions, and really dug into my managerial skills.

I've seen the other side of recruiting and know how important it is for companies to learn from applicants too, especially social enterprises trying to build an identity beyond just culture. I get that sifting through hundreds of resumes is tough, but this recruiter, within minutes of the phone screen, set a really negative tone, confirming what others reported. My cover letter, non-profit background, and recent sales/customer service experience at a competitor made me seem like a great fit. I'd prepped for everything reviewers mentioned: company research, sales tax calculations, common questions, and how my past jobs' skills would transfer. I got an email to schedule an interview on a Sunday evening, and the interview happened a few days later. The interviewer sounded tired, apathetic, and like this was just another routine call. She didn't offer much positivity or engage in conversation. She asked generic questions about handling difficult customers and my leadership style, but her energy spiked when she asked about my time at my previous employer, a big jewelry competitor. She focused on their operations and training, not so much my achievements. This was weird since I had my accomplishments detailed, but then I remembered another reviewer saying the same thing. Honestly, to every answer I gave, her response was a weak "Great". I asked 5 questions at the end, including one about any reservations she had about my application. She said none, which made me think I was a strong candidate. A week later, I got an email saying I wasn't a good fit. Disappointing, but not surprising. Basically, read the employee reviews and don't expect transparency if they're not actively addressing the negative feedback. Even positive reviews don't cancel out the criticisms, which is a red flag. Protect your skills and consider looking elsewhere if you don't have an internal referral.

I applied online and heard back from a recruiter about two weeks later. The initial recruiter call, which usually lasts 30 minutes, was cut short to about 15 minutes because she had another call. She sounded tired and mentioned it was the end of her day. The questions focused heavily on my most recent job, which wasn't directly related to this role, despite my attempts to highlight my relevant experience in the same position. I felt she wasn't very engaged and was rushing through the questions. I wish I'd had the chance to discuss my experience more thoroughly and how I could contribute, but the short interview didn't allow for that.