Fulfillment Support Manager

Description
We are Indeed Flex. We Help People Get Jobs. Right now, we're hiring!
The current staffing model is broken, with low wages and limited opportunities. As flexible work continues to grow, we're taking a radically different approach: providing job seekers with control, ownership and choice, so employees can find the working patterns and scenarios to suit their lifestyles. In doing so, we aim to revolutionize the industry.
After demonstrating our approach throughout the UK under the Syft brand, we were acquired by Indeed.com in 2019 and we rebranded to Indeed Flex in 2020. With continued independence and phenomenal levels of support we've been able to accelerate our mission as we expand throughout the US as well as the UK. Fast growth creates tremendous opportunities - come and join a team of inquisitive, passionate, and driven individuals helping each other grow and building something meaningful!
The Role, In a Nutshell...
At Indeed Flex, we are devoted to bringing together clients, partners, and Flexers to create a robust marketplace and ecosystem of on-demand talent to solve every staffing need. As we scale, we need a leader to play a critical role in our continued success; overseeing the day-to-day support operations for Flexers on a global scale, and delivering world-class service through a globally distributed 24x7x365 support organization.
As manager of the Fulfillment team, you will be responsible for managing the global teams that provide our clients and partner agencies with compliance verification, shift scheduling, optimizing shifts for attractiveness, confirming venue notes, new account provisioning, shift requirements, and key client integrations. You will direct responsibility for identifying tools, training, coaching, and knowledge sharing to develop the skills to 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.
To be successful in this role, the candidate must be very comfortable using analytical tools, forecasting, and providing coordinated team leadership within a fast-paced and data-driven environment to both onsite and remote team members.
Responsibilities & Duties

• Build, lead, and develop the global Fulfillment teams into a unified and aligned service delivery team, delivering seamless 24/7/365 coverage and exceptional support experience to Clients, Agencies, and Key Accounts.
• Manage the creation of globally aligned resolution processes, procedures, and responses for common issue types, and promote principles of centralized Knowledge-Centered Support (KCS).
• Work with internal and external stakeholders to continuously improve workflow and processes for service delivery, case management, shift handoffs, escalation and de-escalation, and building customer loyalty.
• Monitor and measure team performance through KPI and Business Intelligence reporting, to ensure all performance metrics and service deliverables are met, forecast staffing requirements, provide meaningful 1x1 coaching and personal development with team members, ensure 100% shifts are posted within ACP, and continuously improve Customer Satisfaction (CSAT).
• Proactively support the hiring process, including reviewing, interviewing, onboarding, and training.
• Coordinate with cross-functional internal and external teams to build customer-centric, efficient, and scalable cross-functional strategies.
• Drive a culture of collaboration, respect, and inclusion by seeking out opportunities to build capabilities and team confidence through regular 1:1 meetings, group meetings, career development, 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.

Requirements

• Minimum four (4) years of experience leading a globally distributed, high-volume, high complexity 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 diverse, multi-location teams to deliver world-class Software as a Service (SaaS) or Managed Services Provider (MSP) 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.
• Strong written and verbal communication abilities to build trust, lead and inspire others, negotiate outcomes, listen effectively, develop narratives, and present data with an impact.
• Outstanding customer-focused mindset with the ability to empathize with the customer journey, to provide a phenomenal experience and support strategy

Benefits

• $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)
• Paid Volunteer Days

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.