We're Karat, the leader in technical interviewing

Karat’s purpose is to Unlock Opportunity for engineers and companies alike, and our mission is to make every interview predictive, fair, and enjoyable. As the world’s technical hiring expert, we help companies hire smarter and grow faster, and create more opportunities for software engineers. From our industry-leading solutions to Karat’s Brilliant Black Minds program, the work we do here matters. We’re a passionate, smart, and committed team, and we want you to join our mission!

Come join our Customer Experience team

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.

What you will do

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.).

• 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.
• Conduct monthly check 1:1s with the team, providing direct mentoring, feedback, and reviewing monthly performance metrics.
• 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.
• 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.
• 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.

The experience you will bring

• 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

Karat strives to offer everything you need to best support you today, tomorrow, and beyond. We’re proud of our current offerings, and highlight some of our team’s favorites below. There are more, just feel free to ask!

Compensation / Time Off:

• Highly competitive salary and stock options
• Generous paid PTO (see below) and Sick Leave (10 days per year)
• Flexible Time Off Policy for salaried positions
• Three weeks accrued per year for hourly positions
• Parental Leave (12 weeks paid with transition back to work in part-time capacity)
• 18 paid Company Holidays for 2021

Benefits / Wellness:

• Medical, dental, and vision insurance via Cigna or Kaiser (for CA-based employees)
• 100% premium covered for employees
• 70% premium covered for dependents
• FSA, STD, LTD, Standard Life Insurance, and Optional Life Insurance
• Mental Wellness offerings such as Calm, Happify, Talkspace, Modern Health, and more
• $150 per month contribution to miscellaneous benefit/wellness of employee’s choice

Learn more about usStatement 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].