Customer Experience Specialist

7 days ago

Bengaluru, Karnataka, India Karat Full time

As a Customer Experience Specialist at Karat, you will provide real-time support to candidates and Interview Engineers during live technical interviews via chat and email. This team operates 24 hours a day to support our global operations and further the impact of Karats fair, predictive, and enjoyable interview philosophy. This is a metrics-driven role where youll balance speed, quality, and accuracy, adhering to standard operating procedures to meet rigorous Service Level Agreements (SLAs).

  • Deliver timely support via email and chat that reflects Karats 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 Karats 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.

The experience you will bring

  • 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)

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