Generate structured interview questions and evaluation rubrics for support hiring.
## Support Hiring Interview Guide Generate interview questions for a [ROLE_LEVEL] support role: **Role Level:** [ROLE_LEVEL — entry/mid/senior/lead/manager] **Required Skills:** [REQUIRED_SKILLS] **Team Size:** [TEAM_SIZE] **Interview Structure:** ### Round 1: Screening (30 min) 1. Tell me about your support experience — what types of customers and products? 2. Describe a time you turned an angry customer into a happy one. 3. How do you prioritize when you have 10 tickets and all seem urgent? 4. What support tools have you used? (Zendesk, Intercom, Freshdesk, etc.) 5. Why do you want to work in customer support? ### Round 2: Scenario-Based (45 min) **Scenario 1:** Customer writes in angry about being charged twice. Walk me through your response. **Scenario 2:** A customer asks about a feature that doesn't exist yet. How do you handle it? **Scenario 3:** You've been working on a ticket for 30 minutes and can't find the answer. What do you do? **Scenario 4:** A customer is asking you to do something against company policy. How do you navigate this? ### Round 3: Technical Assessment (30 min) - [Relevant product knowledge questions] - Troubleshooting walkthrough with a test scenario - Written response: Draft a reply to [SAMPLE_TICKET] **Evaluation Rubric:** | Competency | 1-Needs Improvement | 3-Meets Expectations | 5-Exceeds | |---|---|---|---| | Empathy | [Indicators] | [Indicators] | [Indicators] | | Problem-solving | [Indicators] | [Indicators] | [Indicators] | | Communication | [Indicators] | [Indicators] | [Indicators] | | Technical aptitude | [Indicators] | [Indicators] | [Indicators] | | Cultural fit | [Indicators] | [Indicators] | [Indicators] |
Free to copy and use. Compatible with Claude 4 Opus, GPT-5, Gemini 2.5 Pro, Llama 4.
Specify the role level in [ROLE_LEVEL] and required skills.
Initial release
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