My application was processed quickly by the person at PL—I was contacted for a phone interview just a week after applying. The phone interview went really well; the person I spoke with was lovely and made the conversation feel comfortable. Following the interview, I received feedback that I had progressed to the second stage: a Teams interview with two people. Again, both interviewers were warm and welcoming, and the discussion felt natural. However, some of the questions caught me off guard, as they seemed more suited to a retail Sales Associate position rather than a customer care role—for example, "What has been your worst experience with customer support?" Shortly after, I was invited for an in-person interview at their office, which would also include a task. However, the email from the person felt unprofessional, as she included ‘x’s at the end of her messages. While this may have been meant as friendly, I felt that more professionalism was needed at this stage of the process. I would like to add that if a man did this, I would've been terribly uncomfortable. Unfortunately, the office address provided led me to the wrong location. I later learned that this is a known issue, as the persons manager mentioned that other candidates had also gotten lost. It would have been helpful to receive updated directions in advance. Since I didn’t have a direct contact number or email for the interviewers, I was unable to inform them that I would be late, which added to the frustration. When I finally arrived, it seemed as though I wasn’t expected. The second person greeted me warmly, but they hadn’t arranged a room for the interview, which was disappointing given that they had ample time to prepare. The task involved analyzing a Zendesk report and presenting my findings. While I did my best, I noticed that the second person wasn’t paying much attention during my explanation. As someone who gets nervous in these situations, this made me second-guess whether my data was incorrect. Once again, many of the interview questions seemed more aligned with a retail sales role than a customer care position. After completing three sample tickets, the interview concluded. One final point to add is that the second person went over a long list of company policies with me, including Brand Days, holiday and sick leave, the size of the support team, and how often they go out together. There were many more points she raised that I simply couldn’t remember—it felt like she was reading from an employee handbook. This gave me the impression that I had secured the job, which was incredibly misleading. I would strongly advise against doing this in the future. Unfortunately the feedback provided was very generic, which didn't allow me an opportunity to grow and learn from the experience. (I have had to change the roles of the people I spoke to 'person or persons', I understand this doesn't make much sense, but this was requested by Glassdoor.)