Senior Customer Support Associate, Indeed Flex
$26.44/hour + Performance-based bi-annual bonus & STIPs (Short Term Incentive Plan)
More information about location
5 days a week in office
Staffing platform connecting businesses and flexible temporary workers
Posted today
Staffing platform connecting businesses and flexible temporary workers
201-500 employees
Posted today
$26.44/hour + Performance-based bi-annual bonus & STIPs (Short Term Incentive Plan)
More information about location
5 days a week in office
201-500 employees
Company mission
To unlock a world where access to work and workers is frictionless.
Role
Who you are
- 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
- 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
- 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
What the job involves
- 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 platform,and 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
- 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 Flex’s 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 company’s 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
- 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
Our take
Approximately one-third of the UK workforce works part-time, and interest in part-time and flexible work is forecasted to continue as the economy recovers and people seek work opportunities that fit their priorities.
Syft, a UK-based online recruiting platform for the hospitality, events and light industrial sectors, was acquired by Indeed in 2019. The company introduced the Indeed Flex brand to incorporate workforce management, VMS and a fully managed service for employers’ flexible and part-time recruitment and staffing needs.
Indeed Flex has been well-served by its laser-sharp focus on flexible workers, and its connection to Indeed has lent the company valuable credibility. It will need to continue to attract top part-time talent to ensure its continued success, and its partnerships with the likes of Branch, offering same-day payouts for workers and other incentives, will no doubt draw in users.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Company benefits
- Unique bonus structure for every employee - based on performance
- 25 Days PTO + Birthday Day Off
- Regular team building events
- Lunch provided daily
- Short Term Incentive Plan (STIP)
- Onsite Fitness Center w/ Showers
- Onsite Complimentary Cafe & Juice Bar, Free Snacks & Beverages
- Free Covered Parking
- Medical, Dental, Vision, 401k
Company values
- Empowerment
- Innovation/Technology-Driven
- We help people get jobs
Company HQ
HQ - London, UK
Articles
Leadership
Novo Constare
(CEO)Previously a Senior Trader at TradeLink. Also a Board Member at Matchable Volunteering and a Member at Founders Pledge. Co-founded Syft in 2015 which was acquired by Indeed.com in 2019.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Diversity, Equity & Inclusion at Indeed Flex
- We have a variety of Employee Resource Groups to celebrate a culture of inclusiveness
- We partner with various professional networking groups to find, attract, and mentor talent from underrepresented groups
Share this job
View 8 more jobs at Indeed Flex