Evernote Customer Support Representative Interview Questions
& Process

Initial 30-minute phone screen with a mid-level manager. A Skype chat test and phone interview with a senior manager were scheduled for the following week. The senior manager was over 90 minutes late for the phone interview, and employees couldn't locate her, citing she was "stuck in a meeting." The interview questions were identical to the phone screen questions. The Skype chat involved a brief mock customer interaction. I was advised to call the mid-level manager on Thursday afternoon if I hadn't heard back, as she sometimes "misses things." I called the mid-level manager on Thursday afternoon. She mentioned she hadn't received any updates about my interview since it was conducted and hadn't been given any directives, ending the call abruptly. The next morning, I received an automated email stating I wasn't selected. I understand not being a good fit, but I was disappointed by the lack of communication and professionalism during the final stages. Being excessively late for a candidate interview reflects poorly on the role's importance and employee management. Similarly, dismissing mid-level managers is problematic. It's a shame because I'm a big fan and frequent user of the product, which they were aware of, yet they were very dismissive. If a candidate reaches this stage and there's been a significant misstep in the process, they deserve a phone call, not to be rushed off the phone and rejected by an automated email.

First I got an email from the recruiter to schedule a phone interview. It was pretty basic, they wanted to know about my background and skills to see if I was a good fit. The recruiter was really nice. Then, I had to do a writing assignment via email, which was weird but relevant. After that, they emailed me to come in for an in-person interview. When I got there, I first met with the recruiter, then met my potential manager, the training person, someone already in the role, and the department director. I learned a lot about the company culture, the job, and what would be expected of me.

First, there was a 30-minute phone screening with a Senior Recruiter. Then, a 30-minute phone interview with the hiring manager. After that, I had an onsite interview that included four parts: a meet and greet with the office manager, a session with two senior managers from the support department, a meeting with the hiring manager and the training and implementation manager, and finally, a two-hour written test where I had to explain how to make a PB&J sandwich. The Senior Recruiter initially said they'd let me know about the decision, but after a week of no contact, I had to follow up. They responded with a generic rejection email, but it was incorrect, referencing a phone call instead of our onsite meeting. I replied, thanking them and suggesting better communication in the future and ensuring accuracy in their rejection emails.