Hear support candidates handle an upset customer before you hire them
Goodfit plays a customer with a real problem, like a double charge or a broken order. The candidate handles the call live. You get a score for empathy, clear answers and the next step they offer, plus the recording.
CMChloe Martin
Double charge · 6 min 20 s
8.5 /10
- Showing empathy9/10
“I am sorry. I can see both charges on your account right now.” ▶ 00:32
- Taking ownership9/10
- Following the refund policy8/10
Did not promise a date she could not keep.
- Clear next step8/10
“I will email you the reference now.” ▶ 03:58
Free · Email code to start · Uses your mic · Up to 3 minutes
Trusted by HR teams at 300+ companies
Why a friendly phone screen misses weak support hires
Most candidates are polite to a recruiter. What matters is what they do when a customer is angry, interrupts and asks for a manager. A multiple-choice quiz cannot show that. A short call with an upset customer can, and every candidate gets the same customer.
What a support candidate does on Goodfit
Pick from a live customer call, judgment questions, a written reply, a typing test, a spoken English test and an Emotional Intelligence test. Each role gets the steps it needs.
Live call
Candidates take a call from an upset customer played by Goodfit
You pick the problem, such as a double charge or a missed delivery. Goodfit plays the customer on a voice call in the browser. The customer interrupts, repeats the complaint and asks for a manager if the answer is weak.
Support roleplay · Double charge
Chloe Martin · Customer Support Agent
Live transcript
You charged my card twice and nobody answers my emails.
I am sorry. I can see both charges on your account right now.
Pushback
So when do I get my money back? I want a manager.
I have started the refund for the second charge. I will email you the reference now.
Call scores
Compare every candidate’s call by score and by how it ended
Goodfit scores the skills you choose out of 10, such as empathy, ownership and the next step. Each score comes with the line from the call that earned it. The report also says how the call ended, such as Customer satisfied or Asked for a manager.
Customer Support Agent · Double charge
64 roleplay calls · sorted by score
- 1CM8.5Customer satisfied
Chloe Martin
Started the refund and sent the reference
- 2MW7.8Customer satisfied
Marcus Webb
Calm, but gave no date for the refund
- 3LC6.6Still upset
Lily Chen
Read the policy out twice
- 4BO5.9Asked for a manager
Ben Ortiz
Argued about whose fault it was
Judgment
Judgment questions cover the hard cases your team sees each week
Add questions about the cases that trip up new agents, like a refund outside the policy window or a customer who threatens a bad review. You can weight each answer choice, so the best one gets full marks and a fair one gets part. Chat and email agents can also write a reply to a real customer email, scored against the points you list.
Support judgment test
Question 6 of 15
A long-time customer asks for a refund 9 days after the 7-day window. They are very upset. What do you do?
- Say no and read out the policy
- Check with your lead whether an exception is allowed
- Refund it right away to end the call
- Ask them to email the billing team
English level
A spoken English test gives each candidate a CEFR level
The test takes about 30 minutes. It covers use of English, reading, listening and six spoken answers. Each section gets a level from A1 to C2, and you can set a minimum level for the role.
KWKenji Watanabe
CEFR English test
A1
A2
B1
B2
C1
C2
- Use of EnglishB2
- ReadingC1
- ListeningB2
- SpeakingB2
Minimum for this role: B2. Moves to the live call.
Handling stress
An Emotional Intelligence test shows how a candidate copes with pressure
Add the Emotional Intelligence test after the call. It scores five areas, such as staying calm and reading other people. The report suggests interview questions for the lowest areas.
CMChloe Martin
Emotional Intelligence · 50 questions · about 15 minutes
Stays calm with upset people and picks up on their mood quickly.
- Self-awareness74
- Staying calm81
- Motivation69
- Empathy88
- Social skills77
Ask in the interview
• What keeps you going on a day with 60 calls?
• Tell me about feedback on a call that surprised you.
Free to start
Try Goodfit on your next open role
Create a free account, add a job and send the AI interview to real applicants. You get a scorecard for each one with the recording behind every score.
- 20 free assessments
- No card needed
- Set up in minutes
DBDaniel Brooks
Your first applicant · scored minutes after the AI interview
8.0 /10
- Explains clearly8/10
“First I’d check the order, then call the customer back.” ▶ 02:14
- Handles pressure8/10
“I stayed calm and told them exactly what I could do today.” ▶ 05:40
Customer story · Bajaj Capital
Bajaj Capital hires support and advisory staff every month. A Goodfit AI interview is the first round. For an FP&A analyst role, one QR code posted on LinkedIn brought in seven to eight interviews.
“The AI interviews had relevant follow-up questions for each role, and the conversation felt natural. Moreover the platform offered strong value for money, making Goodfit the obvious choice for us.”
30
Interviews to hire 10 IT interns, down from 60
7–8
Interviews from one QR code posted on LinkedIn
FAQ
Questions about hiring support agents with Goodfit
Can we use our own support scenarios?
Is there a test for chat and email agents?
Can we set a minimum English level?
Can we hire agents who speak other languages?
Hear each support candidate calm an upset customer
Pick the customer problem your team sees most. Every candidate takes the same call, and you get a score, the outcome and the recording.
- 20 free assessments, no card needed
- Then $5 per assessment
- No seats or annual contract