Three round interview process. Round 1 was a 30-minute phone screen with the recruiter who was professional, warm, and genuinely great to deal with throughout. Round 2 was a one-hour video call with the Director of Customer Experience. He opened by saying he wanted to take a conversational approach which immediately put me at ease. The conversation flowed naturally and covered previous experience, Tier 2 support background, SLAs, work style, and customer empathy. At the end of the interview he explicitly said 'I will follow up with you' — a personal commitment, not a generic sign-off. That follow-up never came. The rejection arrived days later via a template email from the recruiter. Round 3 was described as an interview with the existing Tier 2 team member. This person had actually reached out to me directly through a mutual professional network before I even applied, was helpful and encouraging throughout the early stages, and was clearly part of the final hiring decision. When he asked about my location and I flagged it, he explicitly said it had 'no implication on hiring.' Make of that what you will. The company has a strong Glassdoor reputation and from the outside it genuinely looks like a great place to work. The interview process itself was well structured and both interviewers came across as trustworthy, transparent, and casual. However the lack of personal follow-through from the director after explicitly promising it, and the lack of transparency around who actually influences hiring decisions, left a different impression. Future candidates should go in with eyes open.