Customer support templates
Find support hires who stay calm when customers don't
Support hires live or die on two things: empathy and tone. This pack tests both - with roleplay audio responses, not multiple choice.
Roles covered
Every role family in this pack
- Support L1
- Support L2
- Team Lead
- Customer Success
- Onboarding
- Technical Support
- Chat Support
- Voice Support
Skills measured
What the template actually tests
- Empathy
- Tone & word choice
- De-escalation
- Process adherence
- Written communication
- Problem decomposition
- Product knowledge
- Follow-up discipline
Sample questions
What the candidate actually sees
"A customer calls in angry - their order is 5 days late. Their tone is escalating. Respond in 60 seconds, voice only."
Looking for: acknowledgement, ownership, specific next step, calm tone
"The customer asks for a discount the policy does not allow. Rank how you would respond."
"Tell me about a time you handled a situation where the customer was technically wrong. What did you do?"
Setup
Ready in 10 minutes
- 1
Pick L1 / L2 / Team Lead or similar from the library
- 2
Confirm communication style bands (formal / friendly / empathetic)
- 3
Optional: record a short prompt intro in your own voice
- 4
Publish - done
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