A good customer support skills test is short, realistic and scored against a clear rubric. Send candidates five tasks they can finish in about 55 minutes: reply to an upset customer, answer a question from a short help article, prioritise a queue of tickets, write an escalation note and edit a weak reply. Score each task from 1 to 5 on accuracy, tone, clarity and judgement, and use fictional tickets only. DonutJobs profiles show internet speed, English level and typing speed results, so your own test can focus on your tone and policies.
Before You Send It: Set Up
- Write a one-page brief describing a fictional company, what it sells, its tone of voice and three or four policies, such as how refunds work
- Write a short help article the candidate must use for task 2
- Use fictional tickets only. Do not paste real customer messages
- Set a time limit of about 55 minutes and say so in the instructions
- Keep it short, because brief tasks are fairer to candidates, and consider paying for any test that takes longer than an hour
The Test
Task 1: Reply to an upset customer (15 minutes)
Ticket: "I ordered a planner three weeks ago and it still hasn't arrived. I've emailed twice and nobody replied. This is ridiculous. I want my money back."
Instruction: Write a reply as a support agent for the fictional company. Use the policies in the brief. The tracking page shows the parcel was delayed at a depot and is due in two days.
What you are looking for: an apology for the missed replies, a clear explanation, a specific next step and a calm, respectful tone. They should offer options within the policy and avoid promising what the brief does not allow.
Task 2: Answer from a help article (10 minutes)
Ticket: "Can I change the delivery address after I've paid? I just realised I put my old flat."
Instruction: Use only the help article provided to answer. If the article does not cover it, say what you would do next.
What you are looking for: accuracy to the article, no invented policy, and a clear next step when information is missing.
Task 3: Prioritise a queue (10 minutes)
Give the candidate five short tickets, for example:
- A customer reports being charged twice
- A customer asks about opening hours
- A customer says a product arrived damaged and they need a replacement this week
- A customer who is a long-time buyer leaves a one-line complaint on social media
- A customer asks whether a product comes in blue
Instruction: Put the tickets in the order you would answer them and give a one-line reason for each.
What you are looking for: money and time-sensitive issues first, public complaints handled quickly, simple questions answered fast, and sensible reasoning.
Task 4: Write an escalation note (10 minutes)
Scenario: A customer has told you their account was accessed by someone else. You cannot resolve this yourself.
Instruction: Write a short internal note to a senior colleague so they can act without asking you anything.
What you are looking for: a clear summary, what is known and not known, what has already been said to the customer, what you need and any urgency.
Task 5: Edit a weak reply (10 minutes)
Draft reply: "Hi. We cant do refunds after 30 days its in the policy. Sorry. Let us know if theres anything else."
Instruction: Rewrite this reply so that it is polite, clear and professional while keeping the same policy position.
What you are looking for: correct grammar, empathy, a clear explanation and, where possible, an alternative the customer can use.
Scoring Rubric
Score each task from 1 to 5 on four areas. Use the same scale for every candidate.
|
Area |
1 (weak) |
3 (acceptable) |
5 (strong) |
|---|---|---|---|
|
Accuracy |
Wrong or invented information |
Mostly correct with small gaps |
Fully correct and sticks to the brief |
|
Tone |
Cold, defensive or too casual |
Polite but generic |
Warm, calm and matched to the customer |
|
Clarity |
Confusing or full of errors |
Clear with minor errors |
Short, well-structured and easy to follow |
|
Judgement |
Misses priorities or escalates wrongly |
Reasonable choices |
Right priorities, right next steps, knows limits |
Use 2 and 4 for answers that sit between the bands. Add the scores and look at the pattern as well as the total. A candidate who scores 5 on tone and 2 on accuracy needs very different coaching from one who scores the reverse.
Adapting It to Your Support Channel
DonutJobs' guide on the different kinds of customer support roles you can hire describes live chat, email, phone, social DM management and technical support. Customers commonly expect email replies within about four hours and social replies within about an hour, and live chat can resolve a query within about two minutes of first response. Match your test to the channel:
- Live chat: add a timed exchange where you play the customer and watch response speed and tone
- Email: focus on structure, accuracy and the quality of the written reply
- Social: add a short public reply and a private follow-up
- Technical support: add a troubleshooting task with a clear escalation point
Run This Test Through DonutJobs
From job post to scored results in a few steps.
- Create your account and post a Customer Support Agent role for your channel. The Free plan includes one active post.
- On Agency or Pro, add knockout questions for hours, tools and channel experience in the Formbuilder.
- On Agency or Pro, shortlist from the pool using Magic Search and Swipe and test scores, then read internet speed, English level, typing speed and voice tone on each profile.
- Send the test through in-app chat. On Agency or Pro the chat syncs to the ATS, so you can record scores in the candidate's notes.
- Invite the top scorers to a short call, then make an offer. For paid trial shifts, time tracking is included in paid plans.
Practical Use Cases
A founder hiring a first support agent can send tasks 1, 2 and 5 as a 35 minute version. An ecommerce team hiring for a seasonal rush can use all five tasks. An agency supporting several clients can adapt the fictional company to each client and keep the rubric the same.
Where the Test Sits in Your Process
Run your test after you have read the profile results. DonutJobs profiles show internet and hardware, English, typing and voice results, and our guide on what candidate test scores tell you shows how to read them next to your own scores. Pair the test with an interview and a short paid trial for the fullest picture.
Keep the Test Fair
Treat all candidates the same, keep the content job-related and do not ask candidates to produce work you will use in your business. Use the same time limit for everyone, and remember that a very tight limit can favour fast writers over thoughtful ones. Hiring and equal opportunity rules vary by place, so check what applies where you operate. This article is general information, not legal advice.
FAQ
How long should a customer support skills test be?
About 55 minutes for the full version, or about 35 minutes for a short one using tasks 1, 2 and 5.
What should a support skills test include?
A reply to a difficult customer, an answer from a help article, a prioritised queue, an escalation note and an editing task.
Should I pay candidates for the test?
Consider it for anything longer than an hour. Keep tasks fictional and do not use candidates' work in your business.
What do DonutJobs profiles show about candidates?
Internet speed, English level, typing speed and voice tone, based on an internet and hardware audit, an English communication test, a live typing speed test and a recorded voice sample.
Can I use this test for chat and phone roles?
Yes, with changes. Add a live chat exchange for chat roles and a short role-play call for phone roles.
A fair, short test turns a guess into evidence. Send the same tasks to every candidate, score them against the rubric and follow up on what you see.
Post your role, send your test and review pre-tested support agents in one place. Create your free DonutJobs account or browse customer support agents now.