Ref#: R0015524

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 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.

Your job.

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. 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 Job Seeker Success Manager, you will oversee a team of 10-15 Job Seeker Success teammates; including specialists, senior specialists, and team leads. This is a critical role that requires a data-driven, process-oriented, and results-focused individual who can liaise with our Product, Marketing, and Technology teams to deliver the highest quality service to Indeed's job seekers. Your primary responsibilities will include:
  • Monitor user interactions and provide consistent, actionable feedback on both soft skills and working product knowledge.
  • Hire, lead, and grow the Job Seeker Success team in your region / market.
  • Oversee training and onboarding, performance management, and the communication of updates to / from senior management.
  • Conduct regular 1:1s and team meetings to review performance against department goals.
  • Provide coaching, mentoring, career pathing, and constructive feedback to Job Seeker Success team, fostering internal mobility.
  • Work closely with internal management counterparts across all US offices to foster team collaboration and inspire innovation amongst internal teams.
  • Develop and implement new ideas that directly impact team, department, and/or company-wide goals.
  • Identify process inefficiencies and opportunities for improvement within the Job Seeker Success workflows in order to continuously improve the user experience and team SLAs.
  • Be responsible for meeting and exceeding 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).

About you.

Required Experience
  • 1+ years management experience in a senior level role is required. 
  • 5+ years related experience required for applicants without 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).
  • 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.
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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