Lattice Customer Support Representative Interview Questions
& Process

My hiring process was a huge waste of time. The job post said 'Senior Customer Support Associate' but then asked for 1-2 years of experience, welcoming new grads. But the interviews felt like a senior leadership role, and they didn't even check the skills they listed for the job. I had an initial recruiter call, then a cool skills test, followed by interviews with a team member and a manager. The catch? Neither interview asked about the main duties like leading implementations, giving training webinars, being a product expert, or advocating for customers. Instead, I got hit with super complex hypothetical situations that someone with only 1-2 years of experience wouldn't have dealt with. It’s obvious the team is clueless. They're either expecting too much from junior folks or not evaluating experienced people correctly. After spending hours prepping and doing all the stages, I got a generic rejection with zero feedback. Why advertise for early-career people but interview them for seasoned pros? Why make candidates invest time in multiple stages when you haven't even defined what success looks like for the role? You're wasting everyone's time and hurting your company's reputation. Fix this before you lose every candidate who could actually do the job.

The process is about 4-5 steps long, but I only got to the screen stage. I don't know what went wrong. I have a lot of experience in similar jobs, and I was really looking forward to continuing the interviews.

I had a phone interview on a Friday, and by the next Monday, I received an email stating that I would not be moving forward in the interview process, without any feedback given. The call primarily focused on behavioral questions rather than just a simple introduction. Additionally, the entire call was recorded for later evaluation to see if my answers meet the qualifications, and it seems that they did not. I must admit, I’ve never experienced this before. While the call was friendly, I felt that the questions and answers were designed for close evaluation rather than genuine interest in me. I wish interviews involved more risk-taking instead of relying on recordings.