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      Helix

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      Director, Customer Care Interview

      24 Oct 2016
      Anonymous employee
      San Diego, CA

      Other Director, Customer Care interview reviews for Helix

      Director of Customer Care Interview

      20 Sept 2016
      Anonymous interview candidate
      No offer
      Negative experience
      Average interview
      Accepted offer
      Positive experience
      Difficult interview

      Application

      I applied online. The process took 2 months. I interviewed at Helix (San Diego, CA)

      Interview

      Helix was professional and welcoming at each step of the interview process. I was impressed with the depth of knowledge demonstrated by each interviewer and the philosophical commitment to supporting a department that truly values creating an unparalleled customer experience. Not only did I speak with the hiring managers, I was also afforded the opportunity to speak with several founders of the company before my decision to join. Ultimately, I was left with an overall impression Helix is committed to searching out highly capable candidates and ensuring both they and Helix equally benefit from a working relationship. The interview process is thorough, but highly rewarding.

      Interview questions [1]

      Question 1

      What would my 90 day plan be for building out the support department?
      1 Answer
      4

      Application

      I applied online. I interviewed at Helix

      Interview

      The recruiter portion of the screening went quite well with Selasi. Step 2 of the process was a bit "off". I won't mention the interviewer's name here, but I will say that I felt like I was being interviewed by an amateur. The other reviewer who commented on the second interview phase for this position was spot on. The reason the position is STILL open is because the wrong person is doing the second level of screening. It's a shame really; Helix is missing out on some great talent never getting the opportunity to interview in person for a key service leadership role.
      5
      avatar
      Helix response
      9y
      Hi There, I'd first like to thank you for taking the time to interview with Helix and going above and beyond following up on Glassdoor. No interview experience is perfect but we do strive to create an amazing interview experience for candidates. I apologize that you felt the second phone screen was "off" and would like to hear your feedback on how we can improve. If you're open to providing me with feedback, would you mind emailing me your contact information and availability at derek.ling@helix.com? It would be useful information for us to help coach the hiring manager on how he can improve his interviewing techniques. I look forward to hearing from you soon. -Derek Talent Acquisition

      Director of Customer Care Interview

      14 Sept 2016
      Anonymous interview candidate
      No offer
      Negative experience
      Average interview

      Application

      I applied online. I interviewed at Helix

      Interview

      I had a great conversation with the recruiter who really got me excited about the opportunity with working with Helix. Within a few days, I was scheduled to talk with the hiring manager where things turned the other way. I felt he was very condescending of my work and decisions I have made in my career. Please understand this was not in the way of challenging me during an interview but almost to the point that I was offended. It got to the point that I felt pretty deflated within 15 minutes in to the interview and unfortunately this was not going to be the right fit for me. Lastly, I understand and respect that Helix is in stealth mode and a lot of information cannot be given during the interview. However, I was given a lot of scenarios that really needed more context to answer the question in a thorough manner. For example, I was asked what I would need to start taking customer calls/inquiries. There are different planning routes that are dependent on volume and channels which they are unable to supply during the interview. It can be a 30 minute conversation if you want to cover your basis and all scenarios. I felt like this aspect it definitely a disadvantage for the interviewee. It made me wonder if candidates are set up for success during the interview when no information can be given. Overall, I was very disappointed in my experience as I know Helix is going to be a great company. I think Helix should maybe look deeper as to why this position has been open for many months.

      Interview questions [1]

      Question 1

      What would you need and do to start building a customer support team?
      Answer question
      2
      avatar
      Helix response
      9y
      Hi There, I'd first like to thank you for taking the time to interview with Helix! I'd like to apologize on behalf of the company that you were disappointed in our interview experience. We strive to create a differentiated experience that should be both engaging and challenging for candidates. That being said, we should never come across as condescending or confrontational. If you're open to providing me with feedback I'd like to setup time to speak with you directly. It would be useful to the interviewer to have an understanding of how he is being perceived and where he can improve or adjust his interview style. Would you mind emailing me your availability at derek.ling@helix.com? I look forward to hearing from you soon. -Derek Talent Acquisition