Senior Customer Support Associate
Senior Customer Support Associate
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Job Description
We are Indeed Flex. We Help People Get Jobs. Right now were hiring!
The current staffing model is broken with low wages and limited opportunities. As flexible work continues to grow were taking a radically different approach: providing job seekers with control ownership and choice so employees can find the working patterns and scenarios to suit their doing so we aim to revolutionise the industry.
After demonstrating our approach throughout the UK under the Syft brand we were acquired by in 2019 and we rebranded to Indeed Flex in 2020. With continued independence and phenomenal levels of support weve been able to accelerate our mission as we expand throughout the US as well as the UK. Fast growth creates tremendous opportunities - come and join a team of inquisitive passionate and driven individuals helping each other grow and building something meaningful!
Main Purpose
The Senior Customer Support Associate is responsible for providing high-level support to our workforce (Flexers) to meet their hiring targets by addressing complex issues troubleshooting and solving issues Flexers experience on the platformand ensuring customer satisfaction. This role involves managing escalated inquiries investigations to solve advanced problems and collaborating with cross-functional teams to help match our workers to the right jobs resolve challenges and improve overall customer experience. You will proactively analyze onboarding requirements shift patterns job requirements and our pool of Flexers to best support our Flexers as they onboard and complete shifts with Indeed Flex.
*This position is onsite in Austin TX (at The Domain) five days per week with the option to work from home on Thursdays.
Requirements
- Exceptional organizational skills and the ability to prioritize and plan your own day and workload.
- Experience working in a high-volume customer service or operations environment.
- Experience working with Salesforce is a plus
- Highly proficient with Microsoft Office / Google Workspace software suite
- Highly proficient with utilizing several tools to enable real-time collaboration with a globally distributed workforce such as Miro Monday Salesforce Google Meet Zoom Slack etc.
- Experience in using data to identify challenges and priorities.
- Computer savvy and able to use a variety of platforms as well as Google Suite.
- Ability to cover flexible shifts
- A commitment to driving the Indeed Flex mission: to help people get jobs instantly
Responsibilities & Duties
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities and duties of the position.
- Drive a world-class customer experience by handling support tickets and delivering on the Flexer experience.
- Ability to provide and analyze reports on all aspects of Indeed Flex onboarding compliance and other activities related to working and completing shifts on Indeed Flex.
- Willingness to play an integral role in managing all day-to-day operations liaising between Indeed Flexs internal stakeholders with frequent opportunities to work directly with our clients and Flexers.
- Deliver on individual KPIs and Targets.
- Assist in the onboarding of new hires and preparing them for success
- Handle and resolve complex customer inquiries and escalations through various channels (email phone chat).
- Provide expert-level support on products/services troubleshooting advanced technical or service-related issues.
- Mentor and assist junior customer support associates providing guidance and training to improve team performance.
- Collaborate with cross-functional teams (engineering product sales) to ensure timely and efficient resolution of customer issues.
- Track and document all customer interactions ensuring accurate records and detailed notes in the Salesforce ACP and other internal systems.
- Identify recurring issues and trends proactively recommending solutions to improve customer satisfaction and reduce support tickets.
- Develop and maintain a deep understanding of the companys products services and policies to provide accurate and effective support.
- Participate in the development and updating of support resources such as FAQs help articles and customer-facing guides.
- Assist with customer onboarding and training ensuring customers understand how to effectively use the Indeed Flex app and work collaboratively with field and office teams.
- Meet or exceed customer satisfaction response time and resolution targets set by the support team.
Benefits
- $26.44/hour
- Medical Dental Vision and 401K
- Performance-based bi-annual bonus
- Access to Company & Employee Benefits
- 25 days PTO (prorated) Birthday Off
- 8 Paid Holidays
- Duvet days ( day off every quarter)
- Volunteer days
- STIPs (Short Term Incentive Plan)
Youll fit right in at Indeed Flex if:
- Youre a great communicator and highly collaborative. Were best when we all pull in the same direction
- You dont mind doing the work whatever it is - you can see the impact at the end and youre in it for the long haul
- Data is your heart and soul - you know you need it to drive you in the right direction
- Youre proactive and always willing to learn
- You can navigate the ambiguity and high levels of autonomy in a scale up environment - you know what were about and you want to be a part of it
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment to complete daily responsibilities and duties.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger handle or feel; and reach with hands and arms. The employee is required to sit or stand at a desk indoors for most of the day; and is occasionally required to climb or balance; and stoop kneel crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision distance vision color vision peripheral vision depth perception and the ability to adjust focus.
Position Type / Expected Hours of Work
Full-Time Position. The Support team works on a rotational shift basis which covers 7 days a week.
We are currently looking for candidates to work the following shifts:
- Monday - Friday 12p-8:30p
- Monday - Friday 2p-10:30p
Shifts may vary depending on busy periods team PTO requests and holidays
Travel
This position requires minimal travel less than 25% of the time. Most travel is outside of the local area and will require overnight accommodations.
All travel is subject to the Indeed Flex travel policy and will be recompensed per the policy. It is the responsibility of the employee to understand and abide by the Indeed Flex Travel Policy in order to receive appropriate expense reimbursements.
Work Authorization / Security Clearance
None Required For This Position
AAP/EEO Statement
Were an equal opportunity employer. All applicants will be considered for employment without attention to race color religion sex sexual orientation gender identity national origin veteran or disability status.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
Required Experience:
Senior IC
Employment Type
Hourly
