Customer Support Associate II (Austin)
We are Indeed Flex. We Help People Get Jobs. Right now, we’re hiring!
The current staffing model is broken, with low wages and limited opportunities. As flexible work continues to grow, we’re 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 lifestyles. In doing so, we aim to revolutionize the industry.
After demonstrating our approach throughout the UK under the Syft brand, we were acquired by Indeed.com in 2019 and rebranded to Indeed Flex in 2020. With continued independence and phenomenal levels of support, we’ve been able to accelerate our mission as we expand throughout the US and 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
As a Customer Support Associate II here at Indeed Flex - you will work cross-functionally to match the Flexers on our app to the right jobs, helping our clients meet their hiring targets. You will use internal data to proactively analyze shift patterns and job requirements and understand our pool of Flexers to maximize fulfillment. In this role, you will work closely with internal and external groups, including our clients, account managers, recruiters, and others, to ensure that Flexers meets client needs and fulfills work opportunities. In short, you will become a trusted expert on the Indeed Flex platform and will help people get jobs.
Responsibilities & Duties
- Support initiatives directly related to Indeed Flex's expansion into new geographies, markets, and industries.
- Providing support to Indeed Flex’s clients, workers, and internal teams via email, calls, and texts, playing an integral role in managing all day-to-day operations, liaising between clients, workers, and Flex’s internal Account Managers
- Facilitate external engagement to resolve issues when a solution cannot be obtained in-house.
- Support implementation of new processes and procedures to drive growth and performance of support KPIs and SLAs
- Contribute to continuous improvement efforts related to operations, shift compliance, and fulfillment, including using problem-solving skills to investigate and resolve issues.
- Ensure processes are noted clearly and properly and that notations and issue logs are normalized across the team.
- Coordinate with internal support groups to ensure adequate support coverage across multiple time zones to meet support KPIs and SLAs
- Enforce IT and Data Security standards, policies, practices, and procedures.
- Develop a thorough understanding of the Indeed Flex platform
- Participate in rotational shifts to provide weekend coverage as well as afternoon and evening coverage as required for your workgroup in relation to rapid growth and expansion
- Strong understanding of technology to drive a tech-enabled solution for clients, partners, and the Flexer, including Google Workplace, Slack, Salesforce, Excel, Shared Drives, Notion, Monday.com, RingCentral, etc
- Demonstrated success in delivering exceptional levels of customer service and/or technical support to a diverse audience via email, chat, and phone channels
- Demonstrated capabilities to manage workload, set priorities, and resolve issues with minimum direct supervision and minimum escalations
- Working knowledge of Windows and Mac operating systems
- Working knowledge of Android and Apple OS mobile operating platforms
- Exceptional written and verbal communication skills to collaborate and support effectively and efficiently with Flexers, Clients, and internal groups in order to resolve issues promptly and professionally
- Passionate about technology enablement and delivering exceptional user experiences
- Curiosity to actively seek out new ways to utilize or improve technologies, systems, and processes internally to benefit the entire team
- Strong organizational, time management, and prioritization abilities
- Excellent customer service mindset to deliver an outstanding experience, even in less-than-ideal situations with frustrated and disenfranchised users and clients
- $19.23 to $24.03 hourly base
- Performance-based bonus
- Medical, Dental, Vision, and 401K
- Access to all Company & Employee Benefits
- 25 days PTO (prorated) + Birthday Day Off
- 8 Public Holidays
- Duvet days
- Laptop
- Volunteer days
- STIPs (Short Term Incentive Plan)
You’ll fit right in at Indeed Flex if:
- You’re a great communicator and highly collaborative. We’re best when we all pull in the same direction
- You don’t mind doing the work, whatever it is - you can see the impact at the end, and you’re in it for the long haul
- Data is your heart and soul - you know you need it to drive you in the right direction
- You’re proactive and always willing to learn
- You can navigate the ambiguity and high levels of autonomy in a scale-up environment - you know what we’re about, and you want to be a part of it.
We're 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.
