As the world’s number 1 job site, our mission is to help people get jobs. We need talented, passionate people working together to make this happen. We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for job seekers.
In Client Success, our promise is to deliver best in class service to our clients, partners, and teammates worldwide. We focus on collaboration, the ability to adapt to client needs, and a passionate approach to service. We help our clients navigate through the ever-changing recruitment advertising landscape. A successful Client Success team member at Indeed is a service-obsessed, tech savvy, data-oriented, and team focused professional that supports clients using our multiple advertising products.
An ideal person for this role is someone who thrives on building relationships, and executes with the client as the top priority. Our team members are true problem solvers who do not slow down until the perfect hiring solution is found. Every month, over 200 million job seekers count on Indeed to help them find jobs by publishing their resumes, processing their job applications, supplying company data, and providing a safe and secure job search platform. Our clients rely on us to connect them to qualified candidates for their job openings. Simply put, we help our clients help people get jobs.
In Job Seeker Success, our promise is to deliver best in class service to our job seekers and teammates worldwide. We focus on collaboration, the ability to adapt to user needs, and a passionate approach to service. We help our job seekers navigate through the ever-changing recruitment landscape.
A successful Job Seeker Success team member is a service-obsessed, tech savvy, data-oriented, and team focused professional that supports job seekers in using multiple products across the Indeed platform. An ideal person for this role is someone who thrives on building relationships, is collaborative, and executes in a client-focused manner. Every month, over 200 million job seekers count on us to help them find jobs by publishing their resumes, processing their job applications, providing them company data, and providing a safe and secure job search platform. Our job seekers rely on us to connect them to employers looking to fill their job openings with qualified candidates. Simply put, we help people get jobs.
The success of our team hinges on the talented people that bring a blend of capabilities to the table every day. For us, the stakes couldn’t be higher and neither are our expectations for people we consider adding to our team. We’re looking for genuinely curious, empathetic, optimistic, and passionate people who want to do purposeful work to create meaningful results.
As a [Bilingual] Job Seeker Success Team Lead, you will communicate directly with job seekers, primarily through email and chat, and work closely with your Client Success counterparts as well as our Product and Technical teams to ensure job seekers have a seamless experience with Indeed from the start. If you get excited about delivering outstanding, memorable experiences, facilitating creative solutions, and delighting users at every turn, this is the role for you. You will be part of an unparalleled global team that supports, promotes, and lives and breathes a service culture.
You will provide subject matter knowledge development and mentorship to your assigned team and provide leadership back-up when your manager is unavailable. You will handle highly technical, complicated or escalated client issues, and provide support to your teammates on more difficult job seeker interactions or technical situations. Ultimately, you will be responsible for the success of your team. Your primary responsibilities will include
Be responsible for meeting and exceeding both individual and team performance metrics; the Job Seeker Success team focuses primarily on NPS (Net Promoter Score), CSAT (Customer Satisfaction), ASA (Average Speed of Answer), and QA (Quality Accuracy).
Spend 50% of your time providing exceptional service to job seekers and 50% of your time acting as a leader and subject matter expert on your team
Act as a direct mentor for new hires and provide on-the-job help and guidance
Deliver light feedback to employees, whether it be on the floor, in 1 on 1s, or during interaction reviews; escalating to Manager when appropriate.
Facilitate 1 on 1s with team bi-weekly and highlight common themes or questions to manager
Guide team and individuals towards meeting goals and metrics during 1on1s throughout the quarter
Provide coverage for manager as needed
Participate in user tests in collaboration with Product.
Collaborate regularly with other Team Leads in vertical/region
2+ years related experience required for applicants with Bachelor’s degree.
4+ years related experience required for applicants without Bachelor’s degree.
Fluent in written & verbal English/Spanish
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).
Proven understanding of cross functional collaboration and communication, including proper escalation processes, ticket SLAs, and appropriate reference to official resources.
Must exhibit enthusiasm for troubleshooting complex issues, controlling tough conversations, and acting as a resource for others!
Excellent communication and investigative skills, including the ability to interact with and influence team members
A self-starter with proven technical troubleshooting track record
Demonstrated interest and dedication to Management as future career path
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 demonstrated performance of key metrics.
Indeed provides a variety of benefits that help us focus on our mission of helping people get jobs.
Indeed is 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, sexual orientation, national origin, genetics, disability, age, or veteran status.