Customer Support Associate (FTC)

Indeed•Austin, TX

12d•Hybrid

About The Position

We are Indeed Flex. We Help People Get Jobs. Right now, we’re hiring! We are a tech-first staffing platform that gives workers the freedom to choose their own shifts and businesses the power to hire with a click. We are removing the friction from the traditional agency model and replacing it with speed, transparency, and choice. We operate with the agility and energy of a high-growth scale-up, but we are backed by the stability and resources of Indeed - the world’s #1 job site. This gives us a unique advantage: the freedom to innovate at speed, with the muscle to dominate the market. This is a temporary fixed-term contract position through December 31st, working 40 hours per week (5 out of 7 days on a rota basis, including weekends). Shifts operate between 6:30 AM and 10:30 PM, typically in 8-hour blocks. This is predominantly an in-office role, with the option to work remotely on Thursdays and depending on shift timing. The main purpose of this role is to work cross-functionally to help match our workers to the right jobs and help our clients meet their hiring targets. This role will proactively analyze shift patterns, job requirements, and Indeed Flex’s pool of Flexers to maximize fulfillment.

Requirements

Proactive thinker, always willing to share your ideas and knowledge
Experience in using data to identify challenges and priorities.
Computer savvy and able to use a variety of platforms, as well as Google Suite.
Exceptional organizational skills and the ability to prioritize and plan your own day and workload.
Experience working in a high-volume customer service or operations environment.
A successful, energetic self-starter, with strong initiative.
Thrives in an environment where priorities and focus are constantly evolving
A high level of integrity; always ready to take on the next task & focused on the customer’s long-term success.
Ability to cover flexible shifts
Highly proficient with utilizing several tools to enable real-time collaboration with a globally distributed workforce, such as Lucid, Salesforce, GSuite, Zoom, Slack, Notion, etc
A commitment to driving the Indeed Flex mission: to help people get jobs, instantly

Responsibilities

Drive a world-class customer experience by efficiently resolving support tickets and consistently delivering the signature "Flexer" experience.
Generate, analyze, and present comprehensive reports on Indeed Flex bookings and operational metrics to identify trends and drive informed decision-making.
Serve as an integral operational bridge, facilitating seamless communication between internal Indeed Flex stakeholders, corporate clients, and Flexers.
Support the implementation of new operational procedures and actively contribute to continuous improvement initiatives to enhance team efficiency.
Meet and exceed individual KPIs, service level agreements (SLAs), and strategic targets.
Assist team members with process refreshers, knowledge sharing, and the resolution of complex case escalations.