Customer Support Team
Delivers customer service and channels feedback into product improvements.
What and how we do it at Keep
The Customer Support team is dedicated to delivering exceptional service and ensuring a positive experience for every customer. As the frontline of the organization, they assist with inquiries, resolve issues, and provide guidance on products and services. By offering timely and empathetic solutions, they help build trust and loyalty among customers. The team uses various communication channels—such as phone, email, and live chat—to address concerns, troubleshoot problems, and offer personalized support. Beyond day-to-day interactions, the Customer Support team leverages **data and insights from customer interactions** to drive **product innovation** through close collaboration with our Engineering team. This partnership enables us to continuously improve and refine our offerings based on real customer feedback, helping to proactively address pain points and enhance the user experience. Through active listening, a customer-first approach, and data-informed collaboration, the Customer Support team plays a vital role in strengthening relationships, boosting customer satisfaction, and contributing to the company’s overall success.
What to expect in the hiring process
People Screen
Talk to someone from our people team (30 min): We would like to understand your experience and background.
First Round
Hiring Manager Interview
Get on a call with the Customer Support leader to get to know you more and you’ll have the chance to ask about the role and the team.
Second Round
Project Challenge
Dive into an Exercise and Presentation, where you'll showcase your skills through a comprehensive project.
References
We request references to know the experience of different people that have previously working with you. You must have been a star and we want to hear it from them!
Offer
This is the last stage of the hiring process, in which we send you an offer letter with the details about the position, salary and benefits.
FAQ
Frequently asked questions
How long does the hiring process take?
Our hiring process usually takes about 3-4 weeks from your first chat with the People team to receiving an offer. The timeline can flex a bit depending on the role and team needs.
How quickly should I schedule my interview after receiving the invitation?
We'd appreciate it if you could schedule within 24 hours of getting the booking link. This keeps things moving smoothly and helps you lock in a time that works best for your schedule.
What tools or technologies will I be using?
We connect through Roam, our virtual office platform. For Engineering roles, you might need to use some additional tools for technical assessments, but don't worry, we'll walk you through everything beforehand.
What should I do if I experience technical difficulties during my interview?
Tech hiccups happen to everyone! If Roam gives you trouble during your interview, first try reconnecting. If that doesn't solve the problem, just email your recruiter or interviewer. We're happy to reschedule if needed.
Will I receive feedback after my interview?
Definitely! We share feedback after your First Round of interviews once you've met with someone from the team you'd be joining. We believe in keeping the communication channels open.
Can I provide feedback about my interview experience?
Absolutely! You can share feedback directly with your recruiter at any point, and we'll also send you an anonymous survey after your interviews.
If I wasn't selected for a role, when can I reapply?
You're always welcome to try again for any role you feel is a good match. Most candidates who successfully reapply wait about six months to a year.