Broadly Customer Support Representative Interview Questions
& Process

The process kicks off with a phone screen from Sr. Recruiter Tiffany Lindsey. Then, you'll have a phone screen with Customer Care Manager Amber Costello. Following that conversation, you'll reconnect with Tiffany to discuss your thoughts and confirm mutual interest. They're super transparent throughout. Next up is an office tour. The team is really welcoming and makes you feel at ease, so it doesn't feel like a formal interview. During the tour, you'll have four 1:1 interviews: one with Amber, one with Tony Lam (Head of Customer Success) via FaceTime, and two on-site interviews with Customer Care Manager Pele T and Eric Bourne (Manager of Professional Services). After the interviews, you're invited to happy hour in the office kitchen to hang out with staff and other potential colleagues, not the competition. You'll get a small homework assignment asking which of Broadly's beliefs (from their acronym) resonates most. You'll discuss this the next day when you follow up with Tiffany about accepting an offer. She'll then consult the team for their feedback and get back to you with offer details. The team is amazing; they really make you feel like part of the family.

The entire hiring process wrapped up in about a month. It was pretty straightforward. All the details about what they expected were laid out in the first phone chat, which happened a week after I applied. I submitted my application via Planted, and they did an initial review to see if I was a potential fit. Then, Tiffany from Broadly took over. My first call was with her, and it was super chill. Next, I had a phone interview with Tony, the manager of the customer support team. That one was way tougher and more intimidating. Tony is really professional and business-focused, and his questions sometimes probe your opinions and understanding of the industry. He's intense! After that second interview, there's a brief wait – you should hear back by the end of the next business day about whether they want to move forward with an in-person interview. The in-person part involves 30-minute one-on-one chats with people on the team you'd be joining, plus the manager (Tony, in my case). They cover a wide range of topics. They're pretty quick to get back to you after that.

I applied online and got an email for a phone interview about two days later. The recruiter was unprofessional and scheduled a time instead of asking what worked for me. I had to reschedule because I was working. I waited for the rescheduled call, but the recruiter never called. I emailed to reschedule, and again, no call. I finally connected with the recruiter on the fourth try. The first call was with the recruiter, and the second and final call was with another Customer Care Specialist. I was then invited for an on-site interview with four people, followed by a happy hour. Based on the questions asked, they seemed to be looking for someone with experience running a business.