Technical Support Manager

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!
Main Purpose
Here at Indeed Flex, we are nothing without the Flexer - the Flex workers who use 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 possible. As we scale, there is a critical need for leadership to maintain continued success in our day-to-day support operations for Flex workers on a global scale, delivering world-class services through a globally distributed 24x7x365 support organization responsible for the execution of customer support requests, triaging escalations, and continuously improving the internal knowledge base and correlating processes.
Part of the US Operations Team, the Technical Support Manager is responsible for developing and managing staff and processes while ensuring the highest level of service and Flexer satisfaction. In this role, you will have the opportunity to identify tools, trainings, coaching, and knowledge sharing to develop the skills that will help your team meet performance SLAs. You will partner with the Indeed Flex Talent Acquisition team to create the strategy to identify top talent and will make hiring decisions to build out the capabilities and capacity of the support team.
Responsibilities & Duties

• Responsible for daily operations of Flexer Support center including management and leadership of team members, implementation of change initiatives and policies, and execution of policies
• Responsible for ensuring the Flexer Support center exceeds key performance goals
• Research, design, and deliver training and development initiatives to improve the capabilities of your team
• Support implementation of tools, processes, and best practices to drive a world-class customer experience across an omnichannel support system
• Support Team Leads in execution of daily tasks: attendance, coaching, regular check-ins, and performance evaluations
• Ensure clear, cohesive, and prompt communication of all changes, updates, and outstanding global issues to the team on a regular basis
• Engage in the development and execution of the Flexer Support strategic roadmap; participate in strategic planning sessions, understand the transformational journey, embrace and lead change within your team
• Support cross-functional projects and initiatives to drive continued improvement of the Indeed Flex platform and internal knowledge base

Requirements
Minimum Required Qualifications

• Must have a passion for building and delivering a World Class user experience with a strong focus on customer support and satisfaction fundamentals and an uncanny ability to empathize with the Flexer journey to provide an unrivaled user experience that drives organic growth and continued utilization of the Indeed Flex platform
• Must be comfortable with maintaining a reliable presence at the Austin Domain Gateway office to provide support, availability, and visibility to your direct reports, indirect reports, and internal stakeholders supporting or impacted by the Flexer Support operations organization
• Demonstrated success in leading asynchronous, globally distributed, high-volume support teams
• Demonstrated success in managing teams of 20+ individuals with multiple direct and indirect reports
• Previous experience in a high-volume, high-growth environment in a rapidly scaling and expanding organization, such as a start-up, scale-up, or new division
• Expertise in managing successful and high-performing user support functions utilizing an omnichannel support model to deliver a World Class user experience with a hyper care focus
• Expertise in driving performance and continuous improvement of individuals as well as overall team performance; building capabilities through training, development, coaching, and mentoring
• Experienced in partnering with HR and Talent Acquisition to identify key factors for success to drive hiring of individuals based on competencies that will drive continued team performance as well as ensure individual long-term success
• Experienced in providing flexibility, compassion, and encouragement of collaboration to create a well-bonded team
• Well-versed in process design and process improvement to drive a World Class user experience; agility and flexibility to change, shift, and adapt current policies and processes to meet new requirements as the business scales and expands into new markets, industries, and geographies
• Well-versed in designing and implementing User Support Operations workflows, SOPs, and training materials - establishing best practices with a vision for scalability and reusability
• Passion and penchant for using technology to enable, improve, and augment performance; highly proficient in Google Workspace / Microsoft Office, Slack, CRM Systems, Knowledge Centers, Wikis, etc
• Analytical, strategic-minded, and data-driven to create and promote a shared vision for the Support Organization to solve complex problems, seek root causes, and present novel resolutions to issues
• Exceptional interpersonal skills to interface with your team, as well as internal and external stakeholders from diverse backgrounds, and various functions, at all levels of the organization through verbal collaboration, presentations, and written communications

Preferred Qualifications

• Written and verbal fluency in English and Spanish is highly desired
• Previous experience in an organization with a marketplace offering B2B, B2C, and C2C streams
• Previous experience managing contact center operations, user experience, and/or user support in an organization related to Staffing, Talent, Human Resources, Payroll, or other high-urgency, highly sensitive area
• Previous experience with an organization offering SaaS or MSP solutions and products
• Highly proficient in utilization, configuration, and deployment of Salesforce CRM system

Benefits
What you'll get from us...

• $90,000 - $120,000 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.