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Indeed Hiring for Operations Support Specialist, Job Seeker at United States Full Time
Your Job
As a Job Seeker Success Specialist, you will communicate directly with job seekers, primarily through email and chat, and work closely with your peers on a global team as well as our Product and Technical teams to ensure job seekers have a seamless experience with Indeed from the start.
Your primary responsibilities will include:
- Handle job seeker requests from a shared queue via email or chat in English, offering personalized service and supporting them in their end goal of finding a job.
- Enable vendors by supporting their questions, handling escalations and auditing their ticket quality.
- Become an Indeed product expert, which will allow you to best answer job seeker questions. By diagnosing and driving the solution of technical, product or account issues, and working heavily with our job aggregation system, you will be responsible for the success of job seekers.
- Identify patterns through reporting and investigation. Initiate and own improvements to products, processes, and/or workflows to drive efficiency and effectiveness.
- Be accountable for meeting individual and team performance metrics; such as, CSAT (Customer Satisfaction), SLA (Service Level Agreement), QA (Quality Accuracy) and Self-Service Score by proactively reporting, investigating and actioning trends.
- Represent global job seekers by establishing regular communication with product managers and other stakeholders from each supported market, completing quarterly data reviews of each supported market and setting goals based on your findings.
- Collaborate on tasks and projects with team members based on product expertise and availability.
- Participate in process improvement discussions, bringing forward suggestions, questions and recommendations.
Who You Are
About you.
- 2+ years related experience required.
- Related experience can include: Industry (Recruitment, Staffing, HR Tech, Ad/Media Agency), B2B or B2C relationship management, account management, or customer service (servicing internal or external customers).
- Write and speak in an eloquent and clear manner via email and chat.
- Learn quickly and exhibit technical savvy; your curiosity and passion mean that you can get up to speed and have an impact from day one.
- Ability to successfully work cross-functionally across different offices, in a fast-paced environment, with a demonstrated performance of key metrics.
- Ability to work under pressure, organize and prioritize responsibilities with experience in self-driven project work.
- Must have a proactive approach to problem-solving, the ability to anticipate job seeker needs and experience in reporting or data analysis.
Preferred experience.
- Ability to work under pressure, organize and prioritize responsibilities. What would life be like without change? Please be adaptable!
- Knowledge of Gmail (including Google Suite/Google Docs), Zendesk, Salesforce, Excel, and JIRA ticketing system.
- Experience working in a fast-paced, contact center environment with a demonstrated performance of key metrics.
- Experience in reporting, analysis, web analytics and Excel.
Who we are
We are builders, we are integrators. We create and optimize solutions for a rapidly growing business on a global scale. We work with distributed infrastructure, petabytes of data, and billions of transactions with no limitations on your creativity.
Our Mission
As the world’s number 1 job site*, our mission is to help people get jobs. We strive to cultivate an inclusive and accessible workplace where all people feel comfortable being themselves. We’re looking to grow our teams with more people who share our enthusiasm for innovation and creating the best experience for job seekers.
(*comScore Total Visits, September 2021)
Salary Range Disclaimer
The base salary range represents the low and high end of the Indeed salary range for this position. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range listed is just one component of Indeed’s total compensation package for employees. Other rewards may include quarterly bonuses, Restricted Stock Units (RSUs), an open Paid Time Off policy, and many region-specific benefits.
Salary Range Transparency
US Remote 23.56 – 34.13 USD per hour
Austin 23.56 – 34.13 USD per hour
SF Bay Area 35.10 – 50.48 USD per hour
Equal Opportunities and Accommodations Statement
Indeed is deeply committed to building a workplace and global community where inclusion is not only valued, but prioritized. We’re proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neuro-diversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.
Indeed is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process. To request an accommodation, please contact Talent Attraction Help at 1-855-567-7767, or by email at [email protected] at least one week in advance of your interview.
Fair Chance Hiring
We value diverse experiences, including those who have had prior contact with the criminal legal system. We are committed to providing individuals with criminal records, including formerly incarcerated individuals, a fair chance at employment.
Our Policies and Benefits
View Indeed’s Applicant Privacy and Accessibility Policies – https://www.indeed.com/legal/indeed-jobs
Learn about our global employee perks, programs and benefits – https://benefits.indeed.jobs/
Where legally permitted, Indeed requires all individuals attending or working out of Indeed offices or visiting Indeed clients to be fully vaccinated against COVID-19. For positions that can only be performed at an Indeed office, candidates must be fully vaccinated against COVID-19 and present acceptable proof of vaccination by the date of hire as a condition of employment. For positions that require some in-office work or in-person client meetings, exceptions to these in-office or in-person job requirements may be made at the discretion of the business through June 2022, at which point full vaccination will be required. Indeed will consider requests for reasonable accommodation as required under applicable law. To qualify as being fully vaccinated against COVID-19 there should have been a two week period after receiving the second dose (or any government recommended booster shot) in a 2-dose COVID-19 vaccine series, or a two week period after receiving a single-dose (or any government recommended booster shot) in a single dose COVID-19 vaccine.
Reference ID: 42126
