Flexer Support Manager

Description
Here at Indeed Flex, we are nothing without the Flexer - the Flex workers who utilize our app and marketplace and work the available shifts that help fill the need of our clients and make this transformation of flexible and temporary staffing industry possible. As we scale, we need a leader to play a critical role in our continued success; overseeing the day-to-day support operations for Flex workers on a global scale, delivering world-class service through a globally distributed 24x7x365 support organization.
Your team will manage frontline customer support responsible for the execution of customer support requests, triaging escalations, and improving the internal knowledge bases and process. You will direct responsibility for identifying tools, trainings, coachings, and knowledge sharing to develop the skills in help your team meet performance SLAs. Working with our Talent Acquisition team, you will devise strategies to identify top talent and make hiring decisions to build out the capabilities and capacity of the support team. You will collaborate with internal groups to understand product changes, updates, policy shifts, and business momentum as we scale and enter new markets.
Responsibilities & Duties

• Partner with support managers across the organization to manage day-to-day operations of Indeed Flex global support teams
• Forecast staffing requirements to maintain 24x7x365 availability that will ensure that all performance metrics and service deliverables are met
• Proactively support the hiring process, including reviewing, interviewing, onboarding, and training external candidates, as well as encouraging proactive sharing of referrals from internal employees
• Support implementation of tools, processes, and best practices to drive a world-class customer experience across email, chat, and phone
• Design workflow and processes for case management, shift handoffs, escalation and de-escalation, and building customer loyalty
• Cultivate the principles of Knowledge-Centered Support (KCS)
• Drive a culture of collaboration, support, and inclusion by seeking out opportunities to build capabilities and confidence of existing team through regular 1:1 meetings, group meetings, and team-building events
• Ensure clear, cohesive and prompt communication of all changes, updates, and outstanding global issues to the team on a regular, proactive basis
• Support projects and initiatives to drive the continued growth and success of the Indeed Flex platform

Requirements

• Minimum four (4) years of experience leading a globally distributed, high-volume support team
• Expertise in managing and scaling high growth, remote support teams
• Expertise in omnichannel support models with excellent customer experience across email, text, chat, and phone
• Expertise in building competencies and capabilities of a diverse, multi-location teams to deliver world-class customer support
• Highly proficient in identifying trouble areas and opportunities for improvement in processes, policies, and tools, with a curiosity and drive to proactively seek out ways to deliver continuous improvement
• Highly proficient in digital support platforms, including CRM, knowledge repositories / wikis, data management, data visualization tools, analytics and reporting, Google Workspace, Slack, etc
• Highly proficient in designing support workflows, SOPs, training materials, best practices, and processes with a mind for scalability and reusability
• Highly proficient with basic Project Management and Agile principles
• Exceptional analytical, strategic, data-driven approach to root cause analysis, problem solving, and issue resolution
• Remarkable written and verbal communication abilities to build trust, lead and inspire others, negotiate outcomes, listen effectively, present data with an impact, and to tell stories
• Outstanding customer-focused mindset with the ability to empathize with the Flexer story to provide a phenomenal experience and support strategy

Benefits
What you'll get from us...

• $90,000 - $130,000 annual base salary
• Joining Bonus
• Performance Based Bonus
• Medical, Dental, Vision, and 401k w/ Company Match
• Access to All Company and Employee Benefits
• 25 Days Annual PTO (Prorated in 1st Year) + Birthday Off
• 8 Public Holidays
• Paid Week Off Between Christmas and New Years
• Laptop and Work-From-Home Equipment
• Amazing Company Culture
• Hybrid Working Model (1-2 Days Weekly in Domain Gateway Office in Austin)
• Relocation Support Provided
• Paid Volunteer Days

You're the right fit at Indeed Flex if...

• You're a great communicator and highly collaborative. We are best when we all pull in the same direction.
• You don't mind doing the work, whatever it is - you can see the impact at the end and you're in it for the long haul.
• Data is your heart and soul - you know you need it to drive you in the right direction.
• You're proactive and always willing to learn.
• You can navigate the ambiguity and high levels of autonomy in an upscale environment - you know what we're about and want to be part of it.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
Where legally permitted, Indeed Flex requires all individuals attending or working out of Indeed Flex offices or visiting Indeed Flex clients to be fully vaccinated against COVID-19. For positions that can only be performed at an Indeed Flex office, candidates must be fully vaccinated against COVID-19 and present acceptable proof of vaccination by the date of hire as a condition of employment. For positions that require some in-office work or in-person client meetings, exceptions to these in-office or in-person job requirements may be made at the discretion of the business through June 2022, at which point full vaccination will be required. Indeed Flex will consider requests for reasonable accommodation as required under applicable law. To qualify as being fully vaccinated against COVID-19 there should have been a two week period after receiving the second dose (or any government recommended booster shot) in a 2-dose COVID-19 vaccine series, or a two week period after receiving a single-dose (or any government recommended booster shot) in a single dose COVID-19 vaccine.