Karat

Customer Experience Specialist

Karat

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇮🇳 India

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Job Level

Mid-LevelSenior

About the role

  • Provide real-time support to candidates and Interview Engineers during live technical interviews via chat and email
  • Deliver timely support via email and chat that reflects Karat's brand voice while consistently meeting SLAs
  • Triage and route inquiries to the right internal teams
  • Adhere to standard operating procedures while adapting to the dynamic needs of a high-volume, global support environment
  • Serve as the liaison between customers and Karat's Engineering and Product teams, escalating issues and ensuring smooth product rollouts
  • Identify patterns, surface insights, and recommend process improvements based on customer interactions
  • Collaborate with Karat’s community of Interview Engineers and Quality Control Engineers to ensure accurate candidate interview results

Requirements

  • 3+ years of professional (post-intern) customer service or support experience (remote experience preferred)
  • Exceptional written and verbal communication skills with a strong command of English grammar and attention to detail
  • Quick learner who adapts to frequent processes and Standard Operating Procedures (SOP) changes
  • Proven ability to meet performance metrics and SLAs
  • Empathy, reliability, and adaptability in fast-paced environments with diverse audiences
  • Proficiency with Zendesk for managing customer support tickets and workflows
  • Comfortable navigating multiple systems and programs simultaneously (GSuite and Slack experience preferred)
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer servicesupport experienceperformance metricsSLA adherenceprocess improvements
Soft skills
written communicationverbal communicationattention to detailempathyreliabilityadaptabilityquick learner