Temporary Customer Support Associate I

• We’re Indeed Flex, a revolutionary app for temporary work empowering jobseekers with the fastest way to find work that fits their lifestyles.
  Through our evolving technology, we’re putting work in the palm of people’s hands, enabling them to decide where, when, and how they work at the click of a button.

At the same time, we partner with employers to deliver access to high-quality workers - “Flexers”, as we call them - matched to their needs.

With the support of Indeed, the world’s #1 jobsite, Indeed Flex operates in full autonomy as we strive to transform the temporary staffing landscape by making access to work and jobseekers frictionless.

We’re expanding rapidly and recruiting the brightest, boldest talent to help us achieve our mission. Want to join our journey?

About the Role

As a Customer Support Associate 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 client needs are being met and that work opportunities are being fulfilled by Flexers. In short, you will become a trusted expert on the Indeed Flex platform and will help people get jobs.

Requirements

• Support initiatives directly related to Indeed Flex expansion into new geographies, markets, and industries
• Provide exceptional levels of technical support and service to Indeed Flex users including Flexers and clients via email, chat, and phone
• Play an integral role in managing daily operations - collaborating with Flexers, clients, and internal groups
• 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, support, and fulfillment
• 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 required for your workgroup with relation to rapid growth and expansion.

Qualifications

• Strong understanding of technology to drive a tech-enabled solution for clients, partners, and the Flexer, including Google Workplace, Slack, Salesforce, Excel, Shared Drives, Miro, Monday.com, 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

Work Environment

• This job operates in a hybrid remote/professional office environment. This role routinely uses standard office equipment to complete daily responsibilities and duties. If working in a remote office environment, a clean, designated workspace must be kept in a safe condition, free from hazards to both the employee and the equipment. Remote office positions also require reliable, high-speed internet.

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