I had a phone interview with the recruiter and then a Zoom interview with an employee in the same Agent Experience Manager role. Both interviews went great! They were so nice, positive, encouraging, and we seemed to both enjoy the conversations on both interviews. The recruiter said I did great and she definitely wanted to continue the interviewing process and second interviewer said he hoped to meet me. I felt really excited and confident. I waited over a week for a follow up after the second interview, and even sent my own casual, no pressure, thank you for interviewing me follow up a few days later. I finally got a call from the same recruiter I spoke to first and her tone was completely different, like I was NOT someone who had done well at all, and she just said they had decided to go with someone else. I got no additional feedback or reason why. It was very disappointing.

Intense for what the job is.. 3 rounds are not necessary. If you have customer service skills you can do this job. It's entry level - they act like you are a C-suite executive.