Customer Support Associate

Customer Support Associate

Austin, Texas, United States

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.

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 Role

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.

What You'll Be Doing

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities and duties of the position.

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

What You'll Need

• 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

What You'll Get

• $40,000.00 - $52,000.00 annual salary
• Employee Assistant Program
• 25 days PTO (prorated) + Birthday Off
• 8 Paid Holidays
• Duvet days
• Volunteer days

About Us

We're helping people get jobs by modernising the world of temporary work. At Indeed Flex, we provide our community of "Flexers" with total control, choice, and ownership over how they work. Through our evolving technology, we're putting the power of work in the palm of people's handsconnecting businesses with skilled, vetted talent and giving job seekers the fastest way to find shifts that fit their lifestyles. This platform helps businesses scale their workforce efficiently during busy periods without long-term commitment or administrative hassle.

Whether it's hospitality, retail, or warehousing, we're building a more flexible, efficient, and empowered labour market for everyone.

Work Environment

This role offers a combination of professional office settings and on-site client locations. In the office, you will work in a typical business environment with standard office equipment and software. On occasion, you may be required to work at client locations, which could include warehouse or logistics environments. When on-site, candidates should be comfortable adhering to client-specific safety protocols and navigating large, busy facilities. Flexibility in working hours and travel may be necessary to meet client needs, including occasional work outside of standard business hours.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is required to sit or stand at a desk indoors for most of the day; and is occasionally required to climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Position Type / Expected Hours of Work

Full-Time Position. Working 5 days in 7 on a Rota basis between the hours of 6.30am-10.30pm over 40 hrs per week (8 hour shifts) These shift lengths may vary depending on business needs. You will be required to work weekends.

Travel

This position requires minimal travel, less than 25% of the time. Most travel is outside of the local area and will require overnight accommodations.

All travel is subject to the Indeed Flex travel policy and will be recompensed per the policy. It is the responsibility of the employee to understand and abide by the Indeed Flex Travel Policy in order to receive appropriate expense reimbursements.

Work Authorization / Security Clearance

None Required For This Position

EEO Statement

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.