Glassdoor is hiring a
EMEA Sales Support

Summary

The job is for a Tier 2 Customer Support Specialist at Glassdoor. The role involves providing customer support to paying customers and Indeed-led accounts, resolving usability and technical questions, and optimizing customer profiles. The ideal candidate should have strong collaboration skills, analytical skills, problem-solving skills, high personal productivity, excellent time management, and communication skills.

Requirements

• Strong collaboration with team members across CX Operations and Monetization, Product, Marketing and Engineering as needed to resolve issues and deliver wow experiences
• Ability to react to customer inquiries and think strategically about how best to service their problems while also anticipating customer needs and engaging in proactive communications for customers that have low adoption or engagement with the product
• Is passionate about continuing learning on product knowledge of Glassdoor platform, internal systems, and tooling, and looks for opportunities to share knowledge across team
• Has an understanding of basic analytical skills to be able to assess trends and themes in customer experiences
• Strong problem-solving skills
• High personal productivity and excellent time management
• Ability to communicate information and ideas effectively as well as professionally
• A bachelor’s degree, experience in a relevant customer-facing role, and excellent written and verbal communication skills are required and / or 3+ years of experience in a customer support role, technical service role and/or customer associate experience preferred
• Strong customer focus and ability to deliver great customer experiences
• A track record of meeting and exceeding KPIs and working well in team-based settings

Responsibilities

• Provide fast, accurate, and personalized communication to Glassdoor Employers through live chat and email
• Assist customers in solving problems related to product features, usability, technical issues, and product performance
• Achieve team targets for response times, service level, and customer satisfaction
• Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing feedback with relevant stakeholders
• Maintain and create detailed documentation through logging of support cases, email, and knowledgebase articles for the customer and internal use
• Work on projects that provide value to the department, Glassdoor, and Employer customer bases

Preferred Qualifications

Familiarity with brand management is a plus

Benefits

• Compensation: £15.00 - £20.00 per hour
• Our Commitments: Come as you are, Grow your career, Find your people, Discover flexibility
• Where-to-Work Policy: Being a remote-first company, Glassdoor employees can live anywhere Glassdoor is a registered company. Requests to move must be approved by an employee’s manager and the People team
• Enjoy Remote and Explore: Employees authorized to work in their current location may Work Away for up to a total of 30 (thirty) working days in a calendar year without permanent relocation and compensation change