Customer Experience Specialist - Remote

Overview

Karat is transforming organizations around the world. We provide a powerful system for technical leaders at companies like PayPal, Atlassian, and Citi who want to take control of how they hire top engineers, elevate their teams and contractors, and stay ahead. At the core of Karat’s system are live, expert-led interviews, analytics designed to give leaders maximum visibility, and the most robust interview performance dataset in the world.

In Short

• Provide real-time support to candidates and Interview Engineers via chat and email.
• Deliver timely support that reflects Karat's brand voice while meeting SLAs.
• Triage and route inquiries to the right internal teams.
• Serve as the liaison between customers and Karat's Engineering and Product teams.
• Identify patterns and recommend process improvements based on customer interactions.
• Collaborate with Interview Engineers and Quality Control Engineers.

Requirements

• 3+ years of professional customer service or support experience.
• Exceptional written and verbal communication skills in English.
• Quick learner with the ability to adapt to changes.
• Proven ability to meet performance metrics and SLAs.
• Empathy, reliability, and adaptability in fast-paced environments.
• Proficiency with Zendesk for managing customer support tickets.

Benefits

• Work with a diverse team in a remote environment.
• Opportunity to shape customer experience on a global scale.
• Engage in a metrics-driven role that fosters personal growth.