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Come join our Customer Experience team

Our Customer Experience team is committed to delivering a premier, fair and enjoyable interview experience for our customers. As the front line of Karat’s live interview support, you will help refine our core product by providing insights and feedback from online interactions with candidates and Interview Engineers.

What you will do

As a Customer Experience Specialist at Karat, you will provide clear and prompt front-line support via chat and email to a variety of customers.

The schedule for this position will be Sunday - Tuesday and Thursday - Friday from 6:30 am CT - 3:00 pm CT. We are only looking to hire individuals based in Mexico for this position.

• Provide support and guidance via email and chat within existing SLAs to inbound inquiries.
• Ensure responses are within team guidelines and the communication reflects company brand and values. This includes helping navigate general public inquiries to the right internal team as-needed.
• Work with Karat’s community of Interview Engineers and Quality Control Engineers to accurately portray software engineering candidates’ interview results.
• Advocate on behalf of candidates within the organization to ensure their needs and concerns are addressed promptly and effectively.
• Collect and track feedback from candidates and Interview Engineers to gain insights into their experiences.
• Share feedback from email and chat inquiries to ensure team processes are continuously improved.

The experience you will bring

• 3+ years of professional experience in customer service or customer support in an environment that is fast-paced and dynamic
• Experience working in a remote environment preferred
• Strong fluency in written and spoken English
• Experience with customer management and communication software (preference for GSuite, Slack, and Zendesk) required
• History of high performance in a metrics-driven environment
• Strong demonstration of reliability, organization, and attention to detail
• Ability to exercise compassion and empathy with distinct audiences

Legal Employment Statement

Karat is a U.S. company. In order to work with individuals outside of the United States, we partner with a Professional Employer Organization (PEO). If hired for this position, your legal employer will be the PEO. This means your payroll, benefits offered, time off, etc., will be offered and managed by them.