Sample shortlist · candidates written by us, real screener output
Customer Support VA
This is what every search delivers: finalists screened against the brief, each with a score, screening notes, structured answers, and a graded work sample. These sample candidates were written by us and run through the real screener — the scores and notes are its unedited output, not a mock-up.
The brief they were screened against
Role: Customer Support VA · Band: $800–1,200/mo
Must-haves: Shopify + Zendesk, strong written English, e-commerce support experience
Scored by the same rubric the production screener runs on real applicants (support-va, claude-sonnet-4-6), on 2026-09-20. Nothing below was edited afterwards — including where it went against a candidate. The rubric and weights are published.
Maria S.
SCREEN 84/100Screening notes
Strongest evidence is the combination of named tools (Zendesk, Shopify, Gorgias) with verifiable specifics — 60-80 tickets/day, 96% CSAT across two quarters, SME promotion with chargeback ownership — all at a named BPO (TaskUs) on a US e-commerce account, which is exactly the brief. The scenario answer is notably good: it sequences ownership → resolution → proactive ops flag → social pre-emption, which shows genuine escalation architecture rather than platitude; the offer of a free replacement plus credit plus internal note in one breath reflects real SME-level muscle memory. Work samples are clean and functional — the FAQ answers are concise with embedded policy detail (48h, top-rack, 2-hour address window, duties-at-checkout), and the two templates are production-ready with correct merge fields and no filler; the shipping delay credit touch ($5, no action needed) is a small but telling detail that separates someone who has done this from someone who researched it. Primary concern is that TaskUs/Concentrix are BPO environments where individual performance is partly scaffolded by QA teams and supervisors, so solo inbox ownership for a lean brand may surface gaps in judgment without a safety net — worth probing in interview with a live ticket-triage exercise. Verdict: presents cleanly to client, advance to interview; $950 ask is mid-band and defensible given the CSAT and SME history.
Experience
4 years at TaskUs supporting a US e-commerce account (Shopify + Zendesk), handled 60-80 tickets/day, top CSAT (96%) two quarters, promoted to SME handling escalations and chargeback disputes. Before that 1 year chat support at Concentrix.
Scenario answer
First, I would respond within the hour and lead with ownership, not policy: apologize specifically for a second broken order, confirm the refund is processed today, and give them the confirmation number in the same message. Then I would offer a replacement at no cost shipped with extra padding plus a small credit, and flag the SKU to the ops team since two breakages suggest a packaging issue, not bad luck. I would also leave an internal note so if they post publicly, the social team has full context and the resolution is already done.
Work sample
FAQ for a ceramic mug brand: 1) How long does shipping take? 3-5 business days US, tracked. 2) My mug arrived broken - we replace free within 48h, photo optional. 3) Is it dishwasher safe? Yes, top rack; handwash extends the glaze. 4) Can I change my address after ordering? Within 2 hours via the link in your confirmation email. 5) Do you ship internationally? Yes, 25 countries, duties shown at checkout. TEMPLATE shipping delay: Hi {name}, your order {id} left our warehouse but the carrier is running 2 days behind. New ETA {date}. We have added a $5 credit for the wait - no action needed. TEMPLATE refund: Hi {name}, your refund of {amount} was issued today to your original payment method; banks post it in 3-5 days. Anything else I can fix, just reply.
Karla D.
SCREEN 84/100Screening notes
Strongest evidence: team lead at a named US skincare DTC brand with Zendesk + Recharge is a direct hit on the must-haves, and the 18% refund-abuse reduction via a photo-evidence flow is a specific, operational number that suggests real process ownership rather than ticket-closing. Work sample is genuinely good — the 'keep it and the refund stands' line in the refund template is a real retention technique, not boilerplate, and the FAQ shows product-context thinking (grind setting 28-32, French press pairing) rather than generic placeholders. Scenario answer correctly identifies the pattern as the real problem and avoids the rookie move of engaging the public-post threat directly. Main concern is that 'wrote the escalation matrix' and the Sitel tenure are unverified and the Shopify claim has no specificity (no mention of order management, metafields, fulfillment apps) — one probing interview question should confirm whether Shopify use was substantive or peripheral. At $1,050 against a $700-1,100 band with this profile, present to client pending a 20-minute live scenario call.
Experience
5 years total: 2 years team lead for a 6-person support pod at a US skincare DTC brand (Zendesk + Recharge subscriptions), before that 3 years at Sitel on a telecom account. Wrote the escalation matrix and cut refund-abuse losses 18% by tightening the photo-evidence flow.
Scenario answer
Two broken orders means the apology has to come with proof of change, not just a refund. I would refund immediately and say exactly when it lands, offer a replacement shipped with a different packing method, and tell them specifically what we changed so the third box does not break. I would not argue about the public-post threat - customers who feel heard rarely post. Then I would open a ticket with fulfillment with photos from both incidents, because the pattern is the real problem.
Work sample
Chose a coffee-gear brand. FAQ: 1) Grinder arrived with a loose hopper - 2-min fix video linked, or we swap it free within 30 days. 2) How long is shipping? 2-4 business days US, free over $50. 3) Which grind for French press? Coarse, setting 28-32 on our dial - full chart linked. 4) Can I return an opened grinder? Yes, 30 days, no restocking fee if cleaned. 5) Warranty? 2 years, keep your order number handy. DELAY TEMPLATE: Hi {name}, your grinder is 2 days behind at the carrier - new ETA {date}. Coffee on us: code FRESH10. REFUND TEMPLATE: Hi {name}, {amount} is on its way back to your card today, 3-5 business days to post. If the grinder grows on you, keep it and the refund stands - just tell me.
Joselito R.
SCREEN 84/100Screening notes
Strongest evidence is the trifecta of specificity: named Gorgias (not just 'helpdesk software'), cited ~50 tickets/day, and claimed ownership of the macro library the team still uses — that last detail is hard to fabricate and signals institutional impact beyond task execution. The scenario answer is above average: immediate refund with reference number, proactive VIP flagging, and internal tagging to a packaging thread shows systems thinking, not just customer-facing polish. Work samples are genuinely clean — the delay and refund templates are concise, warm, and action-first without being sycophantic, and the FAQ entries are tight with real product knowledge (freeze-and-pop wax removal is a real answer, not a placeholder). The one material gap against the brief is Zendesk: the must-have is Zendesk/Shopify class and this candidate has Gorgias, not Zendesk — transferable but not identical, and a paying client with a Zendesk stack would notice the ramp time; worth a direct probe in interview. Verdict: advance to interview, flag the Zendesk delta explicitly, $900 ask is mid-band and defensible given demonstrated output ownership.
Experience
3 years with a US home-goods Shopify brand via an agency: owned the shared inbox (Gorgias), ~50 tickets/day, wrote the macro library the team still uses, handled PayPal and Shopify Payments disputes end to end. Started in chat support at Alorica.
Scenario answer
I would reply fast and specific: apologize for the repeat breakage, process the refund immediately and say so with the reference number, then offer a free replacement with reinforced packaging if they are open to it. I would add a $10 store credit without being asked. Internally I would tag the order photos to the packaging issue thread because two breakages on one address usually means carrier or box, and flag the account VIP so any reply from them routes to me first.
Work sample
FAQ for a candle brand: 1) When will my order ship? Within 2 business days, tracking by email. 2) My candle arrived cracked - send a photo, replacement ships in 48h, no return needed. 3) How do I remove wax from the jar? Freeze 2 hours, pop with a butter knife, wash warm. 4) Do you offer wholesale? Yes, 24+ units, reply WHOLESALE for the sheet. 5) Are your candles pet safe? Soy wax and phthalate-free oils, but keep burning candles away from pets. DELAY TEMPLATE: Hi {name}, quick heads up - your order {id} is running about 2 days late at the carrier. New ETA {date}. Here is 10% off your next order for the trouble. REFUND TEMPLATE: Hi {name}, done - {amount} refunded today, your bank will post it in 3-5 days. The item is yours to keep or gift. Anything else, just reply to me directly.
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