SPS Commerce Customer Support Analyst Interview Questions
& Process

I applied online on 2/24 and heard back from a recruiter on 3/5 to schedule a phone interview. The phone interview with the recruiter was on 3/16 AM. It covered the basics of the job and company, and we went over my resume, but there weren't any behavioral questions. The recruiter was nice and knew their stuff. They said I'd move on to the next steps. Later that day, I got an email asking for info for five professional references through a third-party app. I sent that over right away, and my references got an email with a survey about my work. By 3/17, all my references had finished responding. On 3/25, I had two Zoom interviews: one with the recruiter, which was pretty casual and mostly small talk, and another with the team manager and a training specialist. The second interview had a lot of behavioral questions, a quick resume review, and plenty of time for my questions. On 4/7, I did a 30-minute job shadow via Zoom, followed by a 15-minute interview with the Senior Director of Support. Both were super casual. The Senior Director asked if I wanted to change any of my answers from the manager interview on 3/25, and I did give a better answer to one question. I got the offer (verbal and written) on 4/9, and the background check cleared on 4/15. My start date is 5/3. This process was pretty standard, but it took a really long time. Expect about a week between follow-ups. The long wait didn't mean bad news for me, though.

I had two phone interviews that were pretty standard and asked typical behavioral questions. Then, I came in for two in-person interviews. The first in-person interview involved a tour, meeting two managers, a job shadow, and a meeting with the VP. During the second in-person interview, I only met with a Senior Manager and the Director of Customer Support. The questions asked during the in-person interviews were very similar to the phone interview ones. I didn't get the job, which is okay, but they mentioned I might be better suited for a help desk role, which felt a bit condescending.

We had a 30-minute phone screening where we talked about general stuff concerning past customer service jobs and how I deal with disagreements. The recruiter asked about my career goals, what draws me to this particular job, and my interest in the company. I also got a chance to ask some questions.