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      Director of Customer Service Interview

      27 Aug 2020
      Anonymous interview candidate
      San Francisco, CA
      No offer
      Negative experience
      Difficult interview

      Application

      I applied online. I interviewed at IPSY (San Francisco, CA) in July 2020

      Interview

      • Applied on LinkedIn • Phone screen w/VP of Ops & Customer Care • Phone screen w/Sr Director of Customer Service • Supplied with a project to complete in one week's time. The project details are below. After I completed this within the timeframe, I was advised the team would review it at their earliest convenience and get back to me in a week. It has been two weeks and I have not heard anything. The project was quite a lift (took many hours) considering it was step three in the process and as a candidate it show's the company's lack of care for my experience or for their reputation that they would request this of their candidates and not even have the organization to close the loop. There were also notes on the project left on the document by the hiring team that were not cleared out before I received it as a candidate. The two individuals I spoke with seemed kind and thoughtful but it's clear they are not holding themselves to higher standards and now frankly I question what kind of work they are doing here at this company.

      Interview questions [1]

      Question 1

      Part A: Please identify the OKR you would define for each sub-function and justify why you believe it’s the most impactful on the customer experience. Sub sections are: Customer Service Execution Customer Service Operations Support Performance Management Support Customer Service Strategic Initiatives Part B: Your first 90 days will be critical in setting your agenda and getting to know IPSY and the IPSY Care team. Assuming that your key initial priorities are: improving CSAT, growing partnerships across IPSY, and team morale, how would you go about structuring your first 90 days and how would you tackle these challenges? Part C: IPSY Care leadership wants to set a more aggressive email time to first response (TFR) SLA this year and reduce our published TFR by 8 hours. Given the attached supplemental data, how would you optimize staffing? What would be the biggest barriers or challenges you expect to encounter in transitioning to the new optimal staffing model and how would you address them?
      1 Answer
      2