Interview · Role-specific
A spoken role-play where the interviewer plays a customer whose time-sensitive order has gone wrong, and the candidate is the support agent on the call. It tests de-escalation, explaining a problem plainly, staying within policy and closing with a clear plan. Follow-ups push the candidate to say the actual words they would use, not to describe them.
Suits: Customer support agent, Customer service representative, Call centre agent, Customer experience specialist
Interviewer: Tell me about a time you changed someone's mind at work. How did you go about it?
Candidate: Our team wanted to rebuild the billing page from scratch, and I thought it was the wrong call, so we put together a plan to…
Interviewer: You said "we". What did you say yourself, and what finally changed their mind?
Scored on
Score, reasons and recording. Your team decides.
An example exchange. This interview's own questions open when you use it.
Every answer is scored against this guide, with the reasoning written beside the score. You get the recording or the written answers too, and your team makes the call.
Customer · Role-specific
Finds out how someone handles real support tickets in writing: tone, judgement and follow-through.
Listens for
5 of 18 questions · 30 min · Junior to Mid
Customer · Role-specific
Finds out whether they can keep accounts healthy, renew them and grow them through real customer value.
Listens for
7 of 18 questions · 32 min · Mid to Senior
Customer · Role-specific
Finds out how they handle real support calls: tone, clarity on the phone, and owning the fix.
Listens for
7 of 17 questions · 30 min · Junior to Mid
