Mastering the Zappos Interview: Common Questions and How to Prepare

Landing a job at Zappos is an exciting opportunity to join one of the most unique and celebrated company cultures. But with thousands of candidates vying for open roles each year, you need to find ways to stand out. Preparing for your Zappos interview is crucial.

In this article, we’ll overview:

• What to expect in a standard Zappos interview process
• Common Zappos behavioral and situational interview questions
• Top tips to prepare and ace your Zappos interview

Let’s get started!

What to Expect in a Zappos Interview

The Zappos hiring process consists of:

Recruiter Screen

You’ll first have a 30 minute phone screen with a Zappos recruiter. They’ll review your resume and experience for role fit, and ask questions about your passions and work style.

Hiring Manager Interview

To get the job, you’ll have an interview with the manager of the department if the phone screen goes well. This video call assesses your experience, leadership style, and cultural fit. Expect more role-specific questions.

On-site Interviews

For many positions, the final step is 4-6 panel and 1:1 interviews during an on-site visit. Zappos uses panel interviews so you meet various team members at once. Questions cover everything from technical skills to the company values.

Tips for Interview Success:

• Research the Zappos Family Core Values and culture
• Dress comfortably – it’s casual there!
• Greet each person by name with a smile
• Be open and authentic throughout the process

With the right mindset and preparation, you’ll be set up for an amazing Zappos interview experience.

Common Zappos Interview Questions and How to Answer

Let’s look at some frequent Zappos interview questions along with examples of strong responses:

1. Why do you want to work for Zappos?

Zappos cares deeply about cultural fit. Share what excites you about their values, passion for customer service, and emphasis on company culture. Highlight specific things that align with your own principles and interests. Convey your authentic enthusiasm.

Sample Answer:

“I’m genuinely excited about Zappos because you’ve created such a unique, employee-focused culture centered around helping others. Your 10 core values fully match my own passion for positive teamwork, personal growth, and delivering ‘wow’ service. I love that Zappos empowers employees with autonomy and holacracy. The self-direction and ability to contribute creative ideas is motivating to me. This customer service role is appealing because I’ll be able to help people and bring a little more happiness into their lives.”

2. Tell me about a time you went above and beyond for a customer.

Customer obsession is integral to Zappos’ DNA. Share a story of when you went out of your way to provide amazing service to a customer, even if it meant bending the rules. Explain the “why” behind your actions and highlight the outcome or impact on that customer.

Sample Answer:

“When a senior citizen customer called an hour before closing on Christmas Eve saying the snowstorm prevented her from getting to our store to buy a gift for her grandson, I could tell how important it was to her. Without hesitation, I offered to stay late and wait for her to come purchase the item after we officially closed. When she finally arrived, the grateful smile on her face made it all worthwhile. I would make the same decision every time for a customer in need like that.”

3. Tell me about a time you faced a conflict at work. How was it resolved?

Zappos screens for emotional intelligence and conflict resolution skills. Share a story of a disagreement or conflict you navigated professionally by listening first, finding common ground, and compromising respectfully. Emphasize the mature mindset and constructive approach you took.

Sample Answer:

“When a teammate and I disagreed over the right solution for a customer service process improvement, there was some initial tension. I invited an open discussion to hear each other’s perspectives and concerns. By asking thoughtful questions rather than judging, I gained an understanding of their logic and we identified areas we agreed upon. Instead of forcing my idea, we collaborated to blend both visions into a solution we were both satisfied with. Establishing that mutual trust resolved the conflict.”

4. How would your coworkers describe your work style?

The Zappos Family values positive team players. Share 2-3 attributes teammates often use to describe you, focusing on strengths like: collaborative, relationship-focused, innovative, high-energy, organized, etc. Back each with a quick example of how you demonstrate those in your work.

Sample Answer:

“My coworkers always describe me as a collaborative team player who builds positive relationships and rallies others. For example, when our team hit roadblocks launching a new process, I brought everyone together for an open brainstorming session over pizza. My lighthearted energy got us communicating, which led to an innovative solution. I always make time for 1:1 coffees with new hires too so we can bond and work seamlessly together.”

5. In your experience, what makes a customer service team successful?

For customer-facing roles, Zappos assesses your understanding of service excellence. Explain 3-4 elements you believe are vital for delivering an amazing customer experience, such as: empathy, active listening, understanding needs, empowered team, ongoing training, metrics/feedback, etc. Share examples when possible.

Sample Answer:

“In my experience, successful service teams have several core elements. First is hiring for the right skills and values – friendly, helpful, and patient team members. Second is thorough training on processes along with the autonomy to resolve issues on the spot. Third is open communication and collaboration. By working together and sharing insights, we can continuously improve. Finally, metrics and feedback loops are crucial to track what’s working and quickly fix what’s not. With these foundations, teams can provide 5-star experiences.”

Additional Common Zappos Interview Questions:

• On a scale from 1 to 10, how weird are you?
• How would you deliver happiness to someone having a bad day?
• How do you typically build relationships and trust quickly with new teammates or customers?
• What are some ways we could improve the candidate experience today?
• What are your salary requirements?
• What unique value can you bring to our team?
• Do you have any questions for me?

5 Tips for Nailing Your Zappos Interview

Here are our top strategies to prepare and stand out:

1. Immerse Yourself in the Culture

Study Zappos’ core values, culture book, and Glassdoor thoroughly. Understand their emphasis on service, teamwork, and “weirdness.”

2. Prepare Relevant Stories

Identify 3-4 accomplishments or strengths that fit key Zappos values like: wow service, teamwork, adaptability. Craft stories using STAR format (Situation, Task, Action, Result) to clearly communicate these.

3. Research the Role

Understand day-to-day responsibilities and technical skills needed so you can discuss your relevant experience.

4. Practice Interviewing Authentically

Zappos wants to get to know the real you! Practice being open and natural.

5. Ask Thoughtful Questions

Prepare several meaningful questions that show your passion for the company culture and plans for continuous improvement.

With the right mindset and understanding of the Zappos interview process, you’ll be ready to land your dream job and bring happiness to customers. Wishing you the best of luck!