Ref#: R0018076

Our mission.

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.

The team.

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 250 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 could nott be higher and neither are our expectations for people we consider adding to our team. 
We are looking for genuinely curious, empathetic, optimistic, and passionate people who want to do purposeful work to create meaningful results.

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 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 responsible for the success of job seekers while escalating and resolving technical, product, or account issues. You will be part of an unparalleled global team that supports, promotes, and lives and breathes a service culture. Your primary responsibilities will include
  • Become an Indeed product expert, which will allow you to best answer job seeker questions and set them up for success. By diagnosing and solving technical problems and working heavily with our job aggregation system, you will solidify Indeed as the number one source of jobs for our users.
  • Handle job seeker requests from a shared queue via email or chat.
  • Become the trusted advisor and first point of contact for our job seekers by offering personalized service and supporting them in their end goal of finding a job.
  • Identify patterns and propose improvements to products, processes, and/or workflows to drive efficiency and effectiveness.
  • Be responsible for meeting individual performance metrics; such as, CSAT (Customer Satisfaction), TPH (Tickets Per Hour), and QA (Quality Accuracy).

About you.

  • Fluency in both Italian and English
  • 6+ months related experience required for applicants with a Bachelor’s degree.
  • 2+ years related experience required for applicants with no Bachelor’s degree.
  • 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, telephone, in-person, chat, etc., and be excited to show that in your interview process.
  • 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. Teamwork makes our teamwork!
  • Must have a proactive approach to problem-solving and the ability to anticipate job seeker needs to provide "WOW" experiences.
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 demonstrated performance of key metrics.
    Indeed provides a variety of benefits that help us focus on our mission of helping people get jobs.

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References Visible links 1.