Customer Support Associate

The main purpose of this role is to work cross‑functionally to help our clients meet their hiring targets. This role includes, but is not limited to, ensuring client demand is met by reviewing requirements posted on Flex platform and making sure they are optimised in accordance with requirements, using internal tools to ensure client and worker satisfaction. This role will proactively analyze shift patterns, job requirements, and Indeed Flex’s pool of Flexers to ensure fulfillment. This is a 3-month FTC position with the possibility of full-time after. Working hours are on a rota pattern that will include weekends, but we will make sure you are given at least 7 days notice. What you’ll be doing Customer Experience: Drive a world‑class customer experience by efficiently resolving support tickets and consistently delivering the signature Flex experience. Data & Analytics: Analyse and use 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 Experience working in a high‑volume customer service or operations environment. Experience in the staffing industry preferred. 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. Knowledge of financial information like payrates, invoicing is preferred. Ability to cover flexible shifts, including night shifts up to 10 pm and weekends. Highly proficient in utilising several tools to enable real‑time collaboration with a globally distributed workforce, such as Lucid, Salesforce, GSuite, Zoom, Slack, Notion, etc. Proactive thinker, always willing to share your ideas and knowledge. Experience in using data to identify challenges and priorities. Exceptional organisational skills and the ability to prioritise and plan your own day and workload. What you’ll get $25.00 to $31.25 per hour Employee Assistant Program 25 days PTO (prorated) + Birthday Off 8 Paid Holidays Duvet days (½ day off every quarter) Volunteer days Work Environment This role offers a combination of professional office settings and on rare occasions 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 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, colour vision, peripheral vision, depth perception and the ability to adjust focus. Position Type / Expected Hours of Work This is FTC to permanent 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 with sufficient notice based on rota pattern. 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, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Other Duties Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice. #J-18808-Ljbffr