Lead Scaleya — Customer Support Specialist Application

👤 Section 01 of 07

Personal Information

Let's start with the basics. We don't care where you went to school — we care about what you can actually do.

First Name *

Last Name *

Email Address *

WhatsApp Number * We use WhatsApp for quick coordination — it's how our team moves fast.

🇮🇳 +91

LinkedIn Profile URL * This helps us learn more about your professional background.

Which state in India are you from? *

City *

🗣️ Section 02 of 07

English Proficiency

You'll be writing to customers from the USA, UK, Australia, and Europe every single day. We need your English to be sharp, clear, and professional — no room for awkward phrasing or grammar issues.

How would you rate your English level? *

Native / Bilingual — English is my first language

Fluent — I write and speak like a native (C1-C2)

Advanced — I communicate well with minor errors (B2)

Intermediate — I can manage but sometimes struggle (B1)

✍️ Writing Sample — Show us your real English * Write a short paragraph (5-8 sentences) introducing yourself. Who you are, where you're from, what excites you about customer support, and why you think you'd be a great fit. DO NOT use ChatGPT or any AI — we will know, and your application will be discarded.

Do you have any English certifications? (IELTS, TOEFL, Cambridge, etc.) * If none, write "None"

📊 Section 03 of 07

Experience & Volume Metrics

We're a data-driven team. We don't want to hear "I have experience" — we want numbers. How many, how fast, how well.

How many years of customer support experience do you have? *

No experience yet (but eager to start)

Less than 1 year

1–2 years

3–5 years

5+ years

On average, how many tickets/conversations did you handle per day? *

0–20 tickets/day

21–50 tickets/day

51–100 tickets/day

100+ tickets/day (high volume beast)

What type of business was your last support role in? * Select all that apply

Which customer markets have you served? * Select all that apply — this matters for tone and cultural context

What was your average first response time? *

What was your average CSAT score (Customer Satisfaction)? *

🛠️ Section 04 of 07

Channels & Tools

We work across multiple channels and use real tools — not just a shared Gmail inbox. Show us what you know.

Which support channels have you worked on? * Select all that apply

📧 Email support

💬 Live chat (website widget)

📱 WhatsApp Business

📞 Phone / Voice support

📘 Facebook (Messenger + comments)

📸 Instagram (DMs + comments)

🐦 Twitter/X

💬 SMS

Any other tools you've used? * CRM, ticketing, project management — anything relevant. If none, write "None"

Which tool are you BEST at? Tell us what you can do with it. * Don't just say the name — tell us how you used it: macros, automations, reporting, SLA management, etc.

🎯 Section 05 of 07

E-commerce Customer Service — The Real Questions

This is where we separate the A-players from the "I just reply to emails" crowd. In DTC e-commerce, 80% of tickets fall into predictable categories. We want to know how YOU handle them.

📦 Scenario 1: No Tracking Information — Past Shipping Policy

A customer contacts you: "I ordered 14 days ago and I still haven't received my package. I have no tracking information, nothing. I've been waiting for two weeks with zero updates. What kind of company is this?!"

Your company's shipping policy guarantees delivery within 7 business days. This order is well past that window and the customer has no tracking number.

How do you handle this? Write your full response to the customer AND explain what internal steps you would take to investigate. * We're evaluating both your customer-facing communication and your problem-solving process behind the scenes. Do NOT use ChatGPT or any AI — we will detect it immediately and your application will be discarded.

💸 Scenario 2: Refund Request — Past Return Window

A customer contacts you 45 days after purchase wanting a full refund. Your company policy is 30-day returns. The customer says: "I don't care about your policy. I want my money back or I'll dispute with my bank."

What do you do? Walk us through your approach step by step. * Do NOT use ChatGPT or any AI — we will detect it immediately and your application will be discarded.

📦 Scenario 3: Wrong Product Received

Customer received a completely different product than what they ordered. They're frustrated and send you a photo of the wrong item. Your warehouse is in Europe and the customer is in the USA.

How do you resolve this? * Do NOT use ChatGPT or any AI — we will detect it immediately and your application will be discarded.

😤 Scenario 4: Angry Customer — Public Review Threat

A customer writes in ALL CAPS: "THIS IS THE WORST COMPANY EVER. I'M GOING TO LEAVE A 1-STAR REVIEW EVERYWHERE AND TELL EVERYONE NOT TO BUY FROM YOU. YOUR PRODUCT IS GARBAGE AND YOUR SUPPORT IS USELESS."

How do you de-escalate this? Write your actual response. * Do NOT use ChatGPT or any AI — we will detect it immediately and your application will be discarded.

Have you ever dealt with payment disputes or chargebacks? *

Yes — I've handled chargebacks and dispute resolution

Somewhat — I've seen them but didn't manage the process

No — never dealt with chargebacks

If yes, describe how you handled a chargeback situation: * What steps did you take? How did you try to prevent it? Do NOT use ChatGPT or any AI — we will detect it immediately and your application will be discarded.

Have you ever created templates, macros, or canned responses? *

Yes — I've created and maintained a library of templates

I've used existing templates but didn't create them

No experience with templates

Write us a sample template for a "shipping delay" notification * Imagine a customer's order is delayed by 3-5 days. Write the message you'd send proactively BEFORE they even ask. Do NOT use ChatGPT or any AI — we will detect it immediately and your application will be discarded.

How do you handle peak season (Black Friday, Christmas, sales events)? * Ticket volume can 3-5x during peak. What's your strategy? Do NOT use ChatGPT or any AI — we will detect it immediately and your application will be discarded.

When do you decide to escalate a ticket instead of handling it yourself? * Do NOT use ChatGPT or any AI — we will detect it immediately and your application will be discarded.

📈 Section 06 of 07

Self-Assessment

Be honest. We're not looking for all 10s — we're looking for self-awareness. If you rate yourself 10/10 on everything, we'll assume you're either lying or delusional.

Handling difficult/angry customers 5

1 — I panic10 — I thrive under fire

Speed of written communication 5

1 — Slow & careful10 — Lightning fast typer

Working independently without supervision 5

1 — I need guidance10 — Fully autonomous

Proactivity — spotting problems before they escalate 5

1 — I wait for tickets10 — I prevent tickets

Multitasking across channels simultaneously 5

1 — One at a time10 — Chat + email + WhatsApp at once

Empathy — making customers feel heard and valued 5

1 — Robotic responses10 — Customers love me

🔥 Section 07 of 07

The Real Test & Availability

Last section. This is where A-players shine and average applicants fade away.

⚠️ This is the most important question in the entire form. Take your time. Your answer here carries more weight than everything above combined.

Tell us about the HARDEST customer support situation you've ever handled. * What happened? What did you do? How did it end? Be specific — vague answers = vague candidates. If you've never worked in support before, describe a difficult situation where you had to help someone solve a problem. Do NOT use ChatGPT or any AI — we will detect it immediately and your application will be discarded.

Why do you want to work in customer support for a DTC e-commerce company? * Not "I need a job." Tell us what genuinely interests you about this specific role. Do NOT use ChatGPT or any AI — we will detect it immediately and your application will be discarded.

When can you start? *

Immediately — I'm ready to go

Within 1 week

2 weeks (standard notice period)

1 month notice period

2+ months notice period

Are you currently employed? *

Yes — currently working (will need to resign)

Freelancing / Part-time

No — available immediately

Student (graduating soon)

Do you have a reliable remote work setup? * Stable internet, quiet workspace, laptop/desktop, headset

Yes — fully set up (fast internet, quiet space, good equipment)

Mostly — I may need to upgrade one or two things

Not yet — but I can set it up quickly

What is your monthly salary expectation? * In Indian Rupees (₹ INR) — gross monthly. Be realistic. We offer fixed salary + profit sharing + benefits.

₹ INR

Are you comfortable working 8 hours/day, Monday–Friday, on Indian Standard Time? *

Yes — that works perfectly for me

I'd prefer flexible hours — let's discuss

No — I can't commit to this schedule

Anything else you want us to know? * If there's something that makes you special and we didn't ask about it, this is your chance. Do NOT use ChatGPT or any AI — we will detect it immediately and your application will be discarded.

You've already submitted your application!

Application Received!

Customer Support Specialist