Senior Support Associate

Senior 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.

This is a full-time role, working 40 hours per week in a 5-in-7-day rota (6:30 AM 10:30 PM operating window, including weekends). This is predominantly an in-office role, with the option to work remotely on Thursdays and depending on shift timing.

The Role

The Senior Support Associate is responsible for providing high-level support to clients and Flexers (our workforce) to meet their hiring targets by addressing complex issues, ensuring client satisfaction, troubleshooting Flexer issues on the platform, and mentoring junior team members. This role involves managing escalated inquiries, investigating and addressing advanced problems, collaborating with cross-functional teams to help match our workers to the right jobs, and improving overall customer experience. You will proactively analyze shift patterns, job requirements, onboarding requirements, and our pool of Flexers to maximize fulfillment and ensure the best client and worker experience with Indeed Flex.

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.

• Drive a world-class customer experience by handling support tickets and delivering on the Flexer experience.
• Ability to provide and analyze reports on all aspects of Indeed Flex bookings, onboarding, compliance, and other activities.
• Willingness to play an integral role in managing all day-to-day operations, liaising between Indeed Flex's internal stakeholders with frequent opportunities to work directly with our clients and Flexers.
• Support implementation of new processes and procedures and contribute to the development of improved processes.
• Deliver on individual KPIs and Targets.
• Assist in the onboarding of new hires and preparing them for success
• Conducts Team Audits biweekly on our quality and delivery of a positive Flexer experience
• Handle and resolve complex customer inquiries and escalations through various channels (email, phone, chat).
• Provide expert-level support on products/services, troubleshooting advanced technical or service-related issues.
• Mentor and assist junior customer support associates, providing guidance and training to improve team performance.
• Collaborate with cross-functional teams (engineering, product, sales) to ensure timely and efficient resolution of customer issues.
• Track and document all customer interactions, ensuring accurate records and detailed notes in the Salesforce, ACP, and other internal systems.
• Identify recurring issues and trends, proactively recommending solutions to improve customer satisfaction and reduce support tickets.
• Develop and maintain a deep understanding of the company's products, services, and policies to provide accurate and effective support.
• Participate in the development and updating of support resources such as FAQs, help articles, and customer-facing guides.
• Assist with customer onboarding and training, ensuring customers understand how to effectively use the Indeed Flex app and work collaboratively with field and office teams.
• Meet or exceed customer satisfaction, response time, and resolution targets set by the support team.

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 positive & focused on the customer's long-term success.
• Experience working with Salesforce is a plus
• Ability to cover flexible shifts
• Highly proficient with Microsoft Office / Google Workspace software suite
• Highly proficient with utilizing several tools to enable real-time collaboration with a globally distributed workforce such as Miro, Monday, Salesforce, Google Meet, Zoom, Slack, etc
• A commitment to driving the Indeed Flex mission: to help people get jobs, instantly

What You'll Get

• $52,000.00 - $70,000.00 annual salary
• Medical, Dental, Vision, and 401K
• Performance-based bonus totaling 8% of annual salary
• Access to Company & Employee Benefits
• 25 days PTO (prorated) + Birthday Off
• 8 Paid Holidays
• Duvet days ( day off every quarter)
• Volunteer days

About Us

We're helping people get jobs by modernizing 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 labor 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