Lead Customer Experience Specialist in Within US

7 days ago
Karat
Mid Level
Full Time
Americas
Great interviews are engineered.  Come help Karat make every interview predictive, fair and enjoyable.

The status quo for technical interviewing doesn’t meet the needs of candidates or hiring companies. Haphazard interview experiences, subjective evaluations, and lack of capacity and expertise mean too many companies miss their hiring goals and miss out on great software engineers. At Karat, it's our mission to create better outcomes for companies and candidates by making every interview predictive, fair, and enjoyable.

Karat conducts first-round technical interviews on behalf of companies including Indeed, Atlassian, Intuit, Peloton, The New York Times and Wayfair. We do this through a community of Interview Engineers who are equipped with Karat's interviewing platform, battle-tested questions, and data-informed best practices.

The result is highly predictive and fair interviews at scale that candidates truly enjoy. Karat has amassed the largest and most robust dataset of structured interview intelligence to produce never-before-seen hiring analytics.

As the world continues to transition to virtual work, and the fairness of hiring practices in the tech industry come under greater scrutiny, Karat is uniquely positioned to be a valuable, strategic partner as companies transition to 100% remote hiring.

Founded in 2014, Karat is a privately held and venture-funded company based in Seattle.

Customer Experience at Karat
Our Customer Experience team is committed to ensuring Karat interviews are consistently human-centered. We provide outstanding customer service and ensure the results received by our customers are a genuine reflection of each candidates' experience and performance.

As our Lead Customer Experience Specialist, you will be the point of escalation for all core Customer Experience responsibilities. As a player-coach for a team of Customer Experience Specialists, you will help define what success looks like for them, and contribute through mentorship to their professional development at Karat.

The Customer Experience team works 24/7. This Lead will be responsible for a team who works non-traditional hours, and should be prepared for on-call issues outside of core business hours.

Karat’s HQ is based in Seattle, Washington, but we are open to remote candidates for this role (within the U.S.).

Core Responsibilities

Be a Partner
  • Bring feedback and insights to internal teams. Evaluate performance data and bring measurable insights to our Interview Engineering and Product teams in order to further evolve our processes and the Karat product.
  • Help grow and develop the team. Conduct monthly check 1:1s with the team, providing direct mentoring, feedback, and reviewing monthly performance metrics.

Own It
  • Deliver a personalized customer experience. Provide real-time support to candidates, Interview Engineers, and Karat teammates in a Customer Experience Specialist capacity by answering questions and resolving any raised issues.
  • Ensure the delivery of team performance. Monitor capacity and scheduling to ensure we’re not over- or under-staffed at any given shift. Manage live interview queues, customer communications, and interviews to ensure team SLAs and SOPs are met with 100% success.
  • Evolve team processes. Own special projects within the Customer Experience realm that allow us to continuously drive improvements in the candidate experience. Keep SOP documentation up-to-date, iterate our onboarding/offboarding procedures, automate and standardize team scheduling, etc.

Celebrate
  • Be human. Create a personalized, memorable experience for all who interact with the Customer Experience team, even during times of escalation.
  • Highlight our wins as a team. Leading a team of highly-engaged specialists, continuously think about how we can celebrate our impact on the experience of our clients, their candidates, and our internal teammates (team building/morale events, growth opportunities for development, etc.).

About you
  • 2+ years of mentor or management experience for remote customer service teams (supervising alternative shift teams a plus)
  • Outstanding English communication skills (both written and verbal)
  • Experience with Google Suite, Zendesk, Slack, Deputy, Lessonly, or similar tools
  • Professional experience working remotely strongly preferred
  • Clear demonstration of customer-first approach
  • Self-starter who proactively takes ownership of problems, with a natural mentality to continuously evolve and improve.

Benefits of joining Karat
While doing meaningful work is rewarding in itself, we also offer the following programs and benefits for all our full-time employees:
  • Competitive salary and benefits
  • Medical / dental / vision insurance 
  • Flexible vacation and paid company holidays
  • Paid parental leave 
  • Laptop and other equipment fundamentals (monitor, keyboard, and mouse if you need it!)

Statement of Non-Discrimination:
In keeping with our beliefs and goals, no employee or applicant will face discrimination or harassment based on: race, color, ancestry, national origin, religion, age, gender, marital/domestic partner status, sexual orientation, gender identity or expression, disability status, or veteran status. Above and beyond discrimination and harassment based on “protected categories,” we also strive to prevent other subtler forms of inappropriate behavior (i.e., stereotyping) from ever gaining a foothold in our office. Whether blatant or hidden, barriers to success have no place at Karat.

We value a diverse workforce: people of color, womxn, and LGBTQIA+ individuals are strongly encouraged to apply.

If you have a disability or special need that requires accommodation, please let us know at
[email protected].