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.
This is a critical role that requires a process-driven, results-focused individual who can liaise with our greater Client Success and technology teams, to deliver high-quality service to Indeed's pay-per-click (PPC) advertising clients. If you have a passion for delivering measurable results and client success, we want to hear from you. Additionally, you will be part of an unparalleled global team that supports, promotes, and lives and breathes a service culture.
- Hire, lead, and grow a Client Phone/Chat team dedicated to delivering quality to our clients and internal partners.
- Responsible for training and onboarding, performance management, communicating updates from Senior management, and manages inter-team relationships.
- Conduct regular 1 on 1 meetings with team and create individual development plans.
- Work closely with internal management counterparts across all North American offices to foster team collaboration and inspire innovation amongst internal teams.
- Monitor workflow of the team to ensure SLAs are met, while highlighting process inefficiencies and opportunities for improvement.
- Be a product and technical expert internally and externally.
- Act as an escalation point for resolving difficult client, sales, and/or technical and product issues.
- Promote a fun and zealous environment while hitting team level KPIs.
- Develop and implement new ideas that will achieve team and company-wide goals.
- Provide coaching, mentoring, career pathing, and constructive feedback to Phone/Chat team, fostering internal mobility.
- Contribute to developing team workflow processes and provide training, coaching and performance reviews.
- Monitor client calls and chats and provide consistent, actionable feedback on both soft skills and working product knowledge.
- From time to time during high volume, jump in and handle calls and chats from our clients.
- Manage schedules and work with Workforce management teams to ensure we have proper staffing to cover the phones and chat queues.
- Fluent in French and English, written and verbal
- 3+ years related experience required for applicants with a Bachelor’s degree.
- Must have a minimum of 5 years related experience if no Bachelor’s degree.
- Related experience can include: Industry (Recruitment, Staffing, Dotcom/tech, HR Tech, Ad/Media Agency), B2B or B2C relationship management, account management, customer service (servicing internal or external customers), retail customer service.
- Write and speak in an eloquent and clear manner via email, telephone, in person, chat, typewriter, beeper, tweet, etc., and be excited to show that in your interview process.
- Learn quickly and exhibit tech savviness; your curiosity and passion mean that you can get up to speed and have an impact from day one.
- Must demonstrate relationship management and churn prevention skills, and the ability to engage clients on new product and features.
- Management experience strongly preferred
- Bachelor's Degree or equivalent work experience
- Ability to work under pressure, organize and prioritize responsibilities. What would life be like without change? Please be adaptable!
- Understand Boolean Search Logic
- Experience speaking with clients and decision-makers about advertising campaign metrics
- Experience with online advertising, especially Pay-Per-Click (PPC) advertising
- Knowledge of Gmail (including Google Suite/Google Docs), Salesforce, Excel, and JIRA ticketing system
- Have worked in or managed within a call center environment.
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.