Operations Support Associate II - Spanish Bilingual

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!
About the Role
As an Operations Support Associate II here at Indeed Flex - you will work cross-functionally to match the Flexers on our app to the right jobs, helping our clients meet their hiring targets. You will use internal data to proactively analyze shift patterns and job requirements, and understand our pool of Flexers to maximize fulfillment. In this role, you will work closely with internal and external groups, including our clients, Account Managers, Recruiters, and others to ensure that client needs are being met and that work opportunities are being fulfilled by Flexers. In short, you will become a trusted expert on the Indeed Flex platform and will help people get jobs.
Requirements

• Support initiatives directly related to Indeed Flex expansion into new geographies, markets, and industries
• Provide exceptional levels of technical support and service to Indeed Flex users including Flexers and clients via email, chat, and phone
• Play an integral role in managing daily operations - collaborating with Flexers, clients, and internal groups
• Facilitate external engagement to resolve issues when a solution cannot be obtained in house
• Support implementation of new processes and procedures to drive growth and performance of support KPIs and SLAs
• Contribute to continuous improvement efforts related to operations, support, and fulfillment
• Ensure processes are noted clearly and properly and that notations and issue logs are normalized across the team
• Coordinate with internal support groups to ensure adequate support coverage across multiple time zones to meet support KPIs and SLAs
• Enforce IT and Data Security standards, policies, practices, and procedures
• Develop a thorough understanding of the Indeed Flex platform
• Participate in rotational shifts to provide weekend coverage as required for your workgroup with relation to rapid growth and expansion

Qualifications and Skills

• Demonstrated success in delivering exceptional levels of customer service and/or technical support to a diverse audience via email, chat, and phone channels
• Demonstrated capabilities to manage workload, set priorities, and resolve issues with minimum direct supervision and minimum escalations
• Demonstrated capabilities to provide support to individuals in English and in Spanish
• Working knowledge of Windows and Mac operating systems
• Working knowledge of Android and Apple OS mobile operating platforms
• Familiar with business software solutions such as Salesforce, OneLogin, Knowledge-Centered Service (KCS), Google Workspace, Microsoft Office, Slack, VPN, etc.
• Exceptional written and verbal communication skills to collaborate and support effectively and efficiently with Flexers, Clients, and internal groups in order to resolve issues promptly and professionally
• Passionate about technology enablement and delivering exceptional user experiences
• Curiosity to actively seek out new ways to utilize or improve technologies, systems, and processes internally to benefit the entire team
• Strong organizational, time management, and prioritization abilities
• Excellent customer service mindset to deliver an outstanding experience, even in less-than-ideal situations with frustrated and disenfranchised users and clients

Benefits

• $22/Hr - $27/Hr ($45,769/Yr. - $56,160/Yr.); this position is eligible for overtime pay
• Performance-based bonus
• Medical, Dental, Vision, and 401K
• Access to all Company & Employee Benefits
• 25 days PTO (prorated) + Birthday
• 8 Public Holidays
• Laptop + WFH equipment
• Amazing company culture
• Hybrid working model - we work best collaboratively so we've provided a workspace where you'll thrive, whilst still giving the flexibility to work remotely when you need
• Volunteer days
• STIPs (Short Term Incentive Plan)
• Regular team-building events

You'll fit right in at Indeed Flex if:

• You're a great communicator and highly collaborative. We're 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 you want to be a part of it

One final thing:
We're 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.