Customer-facing roles require empathy and problem-solving under pressure. Scorecards help ensure candidates are evaluated consistently across technical skill, communication, and customer focus.
Customer-facing teams shape satisfaction, retention, and long-term growth. Without a clear framework, interviews often overemphasize likability or technical jargon. Scorecards ensure every candidate is assessed on the mix of empathy, rigor, and problem-solving that drives positive customer outcomes.
Weights will vary depending on whether the role is frontline support, onboarding, or account management.
| Dimension | What to look for | Weight |
|---|---|---|
| Communication & Empathy | Listening, clarity, patience, rapport building | 30% |
| Problem-Solving | Diagnosing issues, structured troubleshooting, creativity | 25% |
| Product & Technical Knowledge | Understanding features, resolving issues, teaching customers | 20% |
| Process Discipline | Ticket hygiene, response SLAs, follow-ups | 15% |
| Collaboration | Hand-offs, working with sales/product/engineering | 10% |
In customer success roles, increase Collaboration and Relationship Management. In technical support, bias more toward Problem-Solving and Product Knowledge.
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September 11, 2025
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This scorecard evaluates candidates for Head of Customer Success across strategic impact, revenue retention and team leadership. It focuses on measurable outcomes, operational rigor, and cross-functional influence to predict success in scaling customer success functions.
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September 11, 2025
This scorecard captures the core competencies required to hire a Customer Support Team Lead, balancing customer-facing skills, team leadership, and operational execution. It provides concrete behavioral anchors and signals to make consistent hiring decisions across interviews.
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September 11, 2025
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September 11, 2025
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A structured interview scorecard to evaluate Senior Customer Support Representatives across core skills, collaboration, and impact. It helps interviewers rate observable behaviors consistently and prioritize hiring decisions based on customer outcome and team contribution.
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September 11, 2025
This scorecard standardizes evaluation of Junior Customer Support Representatives by focusing on core service skills, problem resolution, and collaboration. It helps interviewers consistently identify candidates who can communicate clearly, learn quickly, and deliver reliable customer outcomes.
