This is my second time going through Turo's interview process. I had interviewed for their Associate, Bilingual Account Manager role back in 2019, with the same structure outlined below: a) initial phone screening with recruiter (30 mins) b) interview with Hiring Manager (30 mins) c) take-home case study (approx. 2 pages) For the Associate, Bilingual Account Manager role the case study comprised of the following questions: 1. Guest experience is a key priority for Turo. A new policy is coming into effect targeting fleet hosts (5+ cars) that are providing subpar experiences to guests. More specifically, the policy would enable Turo to restrict any car that does not provide at least 80% of trips rated 5 stars. a) In English, draft an email that would be sent out to all fleet host informing them of this change b) Imagine a few of these hosts request a phone call to discuss the new policy. In French, write a short phone script outlining why quality is so important and providing tips on how they may improve their percentage of 5-star trips 2. Assume that you will be managing 150 accounts that fall within the following three different types of accounts: All-star hosts, commercial hosts and fleet hosts (that are delivering poor customer experiences). a) What key performance indicators would you track to define success for each account type? b) How would you go about managing your time across the three types of accounts? c) What software or apps would you use to manage these accounts and why? I submitted my case study ahead of schedule with very extensive, complete responses and never received any feedback. After following up several times, I was advised that "Unfortunately, due to a shift in strategy, [they] [we]re going to postpone the hiring of this role". For the Associate, Bilingual Account Manager role the case study comprised of the following questions: 1. Please review the following case notes related to a host who has been flagged by the customer support team. After reviewing the case notes, please outline what your understanding of the issue is, which steps you would take to resolve the issue, which Turo policies you would apply (if any), and what your recommendation for resolution (and/or likely outcome) of the situation would be. Also, please write an email to the host, in English. 2. Attached is an email received by our customer support team depicting a real-world situation that a guest faced. After reviewing the information provided, please outline what your understanding of the problem is, which steps you would take to solve it, which Turo policies you would apply (if any) and what your recommendation for resolution (and/or likely outcome) of the situation would be. Also, please write an email response to the guest, in French. Again, I submitted very comprehensive responses to all case study questions ahead of schedule. I referred to Turo's guidelines to provide accurate and well-researched responses. No feedback whatsoever. Instead I was completely ghosted by the recruiter when I kindly asked if they had moved forward with the hiring process.