Close Customer Support Representative Interview Questions
& Process

I had a one-on-one with the manager of the customer service team. We met over Zoom for about 30 minutes.

This is a lengthy interview process which, to be fair, is made clear from the very beginning. It began with an interview with the team lead which was very pleasant and consisted of a standard CV walkthrough and general questions. Overall, very conversational and laid back. The manager informed me that, should I be ultimately successful, before proceeding with a formal offer I would have to participate in a 2 week trial to ensure that I'm the right fit for the role/ the role meets my own expectations. Personally, I think this approach is very antiquated and inconsiderate of candidate's time (considering that if one reaches this point they have already dedicated hours of time to interviewing, presumedly whilst also juggling a full-time job). Following this, there is a 'technical' interview with one of team's support engineers. This essentially consists of standard intro questions and hypothetical, situational questions that are designed to determine how you would approach a customer's queries and tackle rudimentary troubleshooting. Following this, there is a call with HR which, in my opinion, is somewhat redundant. The HR manager was very nice and enjoyable to speak to, however, most questions were repeats from the prior two interviews i.e. general CV/career goal queries. The purpose of the call is to offer an opportunity to ask any culture-related questions you may have, as well as to give HR a chance to provide more details regarding the specifics of the employment contract. It was during this call that I was informed that the role would require me to be employed as a contractor due to being located outside of the USA. In my country, this comes with a slew of complications and expenses so this news caused me to rescind my application. To my knowledge, if I had proceeded, the next step would have been another technical interview although I'm uncertain what would have followed that. I would highlight that all employees I spoke with were very nice and encouraging. I understand that the extensive interview process is in place in order to ensure they find the right candidate but in my opinion, it's overkill.

After applying, I got a quick reply inviting me to chat with the CS manager. The interview was pretty standard, covering things like 'Why Close?' and asking me to share a time I resolved a tough problem. They said I'd hear back in 2 days, and about 36 hours later, HR emailed to say I wasn't moving forward. No feedback was given, which was a bummer, especially for a company that talks about being open and honest. I think it's basic courtesy to let someone know why they didn't make it after they invested time preparing and interviewing.