Rewind interview questions

Three round interview process. Round 1 was a 30-minute phone screen with the recruiter who was professional, warm, and genuinely great to deal with throughout. Round 2 was a one-hour video call with the Director of Customer Experience. He opened by saying he wanted to take a conversational approach which immediately put me at ease. The conversation flowed naturally and covered previous experience, Tier 2 support background, SLAs, work style, and customer empathy. At the end of the interview he explicitly said 'I will follow up with you' — a personal commitment, not a generic sign-off. That follow-up never came. The rejection arrived days later via a template email from the recruiter. Round 3 was described as an interview with the existing Tier 2 team member. This person had actually reached out to me directly through a mutual professional network before I even applied, was helpful and encouraging throughout the early stages, and was clearly part of the final hiring decision. When he asked about my location and I flagged it, he explicitly said it had 'no implication on hiring.' Make of that what you will. The company has a strong Glassdoor reputation and from the outside it genuinely looks like a great place to work. The interview process itself was well structured and both interviewers came across as trustworthy, transparent, and casual. However the lack of personal follow-through from the director after explicitly promising it, and the lack of transparency around who actually influences hiring decisions, left a different impression. Future candidates should go in with eyes open.

Great interview experience overall. The process was organized, transparent, and respectful of my time. Each conversation felt thoughtful and aligned, and I left with a clear understanding of the role and company direction. The team was professional, welcoming, and genuinely engaged throughout.