Formlabs Customer Support Representative Interview Questions
& Process

The whole thing took almost 3 months, but it turns out I was also being looked at for another job at the same time. It kicked off with a Skype chat with HR to get comfy, asking about my resume and why I wanted the job. Then the HR person gave me a sample ticket to do, with about 6-8 choices and I had to answer 4, and I had a week to finish it, to see if I could handle customer questions right. After that, I went to their office for an interview with the head of CS, a tech person, and another HR person. They checked if I could answer questions straightforwardly, if I got the product basics (they told me to study up beforehand), my physics knowledge, and my general customer service skills. It lasted about an hour. Then, I had another interview over Google Hangouts with two tech folks from a different office, which I later learned was for that other role. They really dug into my tech background and knowledge, and asked a few easy physics questions to see if I actually knew how things worked. This was followed by yet another in-person interview with two different reps, who asked pretty much the same stuff as the first in-office interviewers. It got pretty chill when we realized I'd already been through it a few weeks before. I would have had 2 more interviews, but since I was looking for part-time work and they needed full-time, that changed things. The last one would have been with the CEO, which people say is more like a casual chat, which would have been cool. Overall, it was a long process but nice and not too stressful.

This was probably the worst interview process I've experienced, and I'm trying to be fair. It's so bad I'll probably compare all future interviews to it. There were long waits for the recruiter to get back to me, my interviews got rescheduled multiple times, and the first interviewer didn't even show up for our phone interview. The second interview was super disorganized and the interviewers seemed to have some friction between them. I was pretty forgiving about the first three issues, but the second interview really turned me off, and I decided I'd withdraw if I wasn't rejected. I think I interview pretty well, and I was considering moving across the country for this job because I'm really into their products. I spoke with two of the managers I would have been reporting to, and it was honestly one of the most unprofessional and awkward interviews I've ever had. They were both really unprepared and hadn't really read my resume. The male interviewer was particularly negative about most of my answers and acted like he didn't want to be there. He asked me a bunch of trick questions and then seemed really unhappy with my responses. The two interviewers also seemed to be arguing, cutting each other off. It was obvious they were reading from a script, and after I answered, there was often dead silence or awkward humming while they figured out the next question, which made me feel like they weren't really listening. I often had to repeat myself or clarify. I started to question if they even worked in Support or if I was on the wrong call. When it was my turn to ask questions, I specifically asked about promotions, raises, and career paths. They told me they don't really do promotions or title changes, and raises are super rare and usually not given. What was strange was how bothered the interviewer seemed that I was asking about future career paths and benefits. By this point, I knew I didn't want the job, so I politely asked how they managed to keep employees long-term if they didn't offer any advancement, and the interviewer seemed personally offended. He acted like I was dumb for asking questions about why they don't 'believe' in those things at FormLabs. I'm fine with company mission stuff and sacrificing for the greater good, but he presented it all really negatively. Overall, it gave me a bad vibe about the company culture and the young management. I suspect this is the type of company that hires recent grads to work them to death and then lets them go when they burn out. Other roles might be different, but this company seems pretty disorganized. It might be a good job if you're a highly paid engineer, but otherwise, I'd say don't bother if you're looking to invest yourself and potentially retire there.

It included three interviews (one via Skype, two in person) and a test. The interviews were all good, and the immediate feedback after them was also very good. Feedback (even for recalls) was generally only given upon request. The Skype interview was just for a rough assessment and was basically harmless. A test followed; if it went well enough, one was invited to a second interview, which covered professional and personal questions. Afterward, there was another interview with management, delving into motivation and personal background. Overall, the process was way too long. The reason for rejection could have been known from the start in my case – very frustrating.