Customer Experience Specialist
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Job Description
Customer Experience Specialist providing support to candidates and Interview Engineers at Karat. Managing real-time inquiries via chat and email with a focus on metrics and service quality.
Responsibilities:
- Provide real-time support to candidates and Interview Engineers during live technical interviews via chat and email
- Deliver timely support via email and chat that reflects Karat's brand voice while consistently meeting SLAs
- Triage and route inquiries to the right internal teams
- Adhere to standard operating procedures while adapting to the dynamic needs of a high-volume, global support environment
- Serve as the liaison between customers and Karat's Engineering and Product teams, escalating issues and ensuring smooth product rollouts
- Identify patterns, surface insights, and recommend process improvements based on customer interactions
- Collaborate with Karat’s community of Interview Engineers and Quality Control Engineers to ensure accurate candidate interview results
Requirements:
- 3+ years of professional (post-intern) customer service or support experience (remote experience preferred)
- Exceptional written and verbal communication skills with a strong command of English grammar and attention to detail
- Quick learner who adapts to frequent processes and Standard Operating Procedures (SOP) changes
- Proven ability to meet performance metrics and SLAs
- Empathy, reliability, and adaptability in fast-paced environments with diverse audiences
- Proficiency with Zendesk for managing customer support tickets and workflows
- Comfortable navigating multiple systems and programs simultaneously (GSuite and Slack experience preferred)
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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