I applied online and was contacted by a recruiter a couple weeks later for a phone screen interview. Next, were three individual interviews and then a panel interview which were 45 minutes each. The individual interviews were with the Director of CX, Senior Director of CX, and a Program Manager. The panel interview was with all three of them during which I had to present two case studies. From these interviews I gathered that the majority of my role would be coaching the team, monitoring SLAâs, and helping implement processes to help scale and grow the team. Throughout this process the hiring coordinator and recruiter were nice, communicative, and quick to schedule everything.
However, the reason why I give it a thumbs down is because it seems like the internal communications between executive leadership and down need some work. After going through the 4 interviews and being told the 4th interview was the final interview I got a call saying they wanted to move forward with me and make me an offer. The next step would be having the offer approved, a verbal offer, then official offer in the next 24-48 hrs. I even received an email with an overview of the benefits package that night. However, the next day I was told they wanted me to do two more interviews with the COO and Cofounder/CPO. I thought it was odd that they first said they wanted to make an offer, a decision that was made by people I would be working directly with in the CX dept who I interviewed with, only to be told actually you have to do two more. When I asked about this, I was told that there was some miscommunication about the key hires they wanted to make and that the two additional interviews would probably be more about culture/personality fit.
During my interview with the COO, she said that the way the dept is structured the Team Leads don't actually manage the agents, they only manage the processes/systems. So the Customer Support Manager would still be in charge of performance reviews, PIP's etc. These are all things I do in my current role and I thought this role would be managing Team Leads and coaching them to manage their agents. However, that's not the case which is fine. But, after that interview I got an email the next day saying they were putting my last interview with the Cofounder (that had already been scheduled) on hold and that the recruiter would be reaching out to me once they had more info. About a week later on a call with the recruiter I was told they decided to put the process on hold because they wanted someone more senior.
This was extremely frustrating to first be told they wanted to make an offer, but then told I had to do two more interviews, and then told they wanted someone more senior. I hope as they move forward with future candidates they are better aligned with their interview process, what the role entails, and what they're looking for at all levels. All in all this was about two months.
