Customer Experience Specialist (Tues-Sat, 3:00 pm-11:30 pm IST)

Come join our Customer Experience team

Our Customer Experience team delivers exceptional real-time support to candidates and Interview Engineers worldwide. You’ll be at the center of our operations, directly shaping how thousands of people experience technical interviews. Your insights and feedback don’t just solve problems, they drive product improvements and help us scale our impact globally.

What you will do

As a Customer Experience Specialist at Karat, you will provide real-time support to candidates and Interview Engineers during live technical interviews via chat and email. This team operates 24 hours a day to support our global operations and further the impact of Karat's fair, predictive, and enjoyable interview philosophy. This is a metrics-driven role where you'll balance speed, quality, and accuracy, adhering to standard operating procedures to meet rigorous Service Level Agreements (SLAs).

• 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 Engineering/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

The experience you will bring

• 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)

This position is only available to candidates residing in Bengaluru (formerly known as Bangalore).While our team operates 100% remotely, we are currently limiting hiring to this specific location. Applications from other cities in India will not be considered at this time.

This position is open to candidates authorized to work in India only. No visa sponsorship provided.