Customer Support Associate

3 months ago

Manchester, United Kingdom Indeed Flex Full time

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.

**About the role**
The main purpose of the Customer Support Associate is to support cross-functional operations to align Flexers utilizing the Indeed Flex app to appropriate shifts to ensure client fulfillment. This role will leverage internal data to proactively analyze shift patterns and job requirements to ensure operational KPIs are being met. This individual will support internal and external groups to research and analyse data and report on operational deliverables.

**Requirements**:

- **Working on a rotational basis between 06:30 am and 18:30 pm Monday to Sunday**:

- Support initiatives directly related to Indeed Flex expansion into new geographies, markets, and industries
- 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 in relation to rapid growth and expansion

**Qualification and Skills**
- 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

**Benefits**
- £25,000 salary per annum
- 25 days holiday
- Private Healthcare & Dental Plan
- Cycle to work scheme
- Discounted gym membership
- Day off on your birthday
- Regular team-building events
- Perkbox - discounts and goodies on some of your favorite brands
- 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

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