Customer Support Associate II

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 revolutionise the industry.

After demonstrating our approach throughout the UK under the Syft brand, we were acquired by Indeed.com in 2019 and we 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 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 main purpose of this role is to work cross-functionally to help match our workers to the right jobs and help our clients meet their hiring targets. This role will proactively analyze shift patterns, job requirements, and Indeed Flex’s pool of Flexers to maximize fulfillment.
This temporary contract runs until October 1st with a possible extension. You'll be in the office five days a week, with Thursdays optional for remote work.

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 bookings and other activities.


• 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.


• Support the implementation of new processes and procedures and contribute to the development of improved processes.


• Deliver on individual KPIs and Targets.


• Support’s team on process refreshers and case escalations


• Assist in the onboarding of new hires and preparing them for success


• Conducts Team Audits biweekly on our quality and delivery of a positive Flexer experience


• Assigns team to daily duties


• Provide the above support on a rotational shift basis which covers 7 days a week for the following hours:




• 8a - 8p Mon - Fri


• 8a - 5p Sat - Sun


• Please Note: Shifts may vary, depending on busy periods and company holidays

Requirements

• Proactive thinker, always willing to share your ideas and knowledge


• Experience in using data to identify challenges and priorities.


• Computer savvy and able to use a variety of platforms, as well as Google Suite.


• 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.


• A successful, energetic self-starter, with strong initiative.


• Thrives in an environment where priorities and focus are constantly evolving


• A high level of integrity; always positive & focused on the customer’s long-term success.


• Experience working with Salesforce is a plus


• Ability to cover flexible shifts


• 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 Lucid, Salesforce, GSuite, Zoom, Slack, Notion, etc


• A commitment to driving the Indeed Flex mission: to help people get jobs, instantly

Benefits

• $25 per hour


• Access to all Company & Employee Benefits


• 25 days PTO (prorated) + Birthday Day Off


• 8 Public Holidays


• Duvet days


• Laptop

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

Work Environment

This role offers a combination of professional office settings and on-site client locations. In the office, you will work in a typical business environment with standard office equipment and software. On occasion, you may be required to work at client locations, which could include warehouse or logistics environments. When on-site, candidates should be comfortable adhering to client-specific safety protocols and navigating large, busy facilities. Flexibility in working hours and travel may be necessary to meet client needs, including occasional work outside of standard business hours.

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.

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
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.

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.