Glassdoor is hiring a
EMEA Sales Support Contractor

Summary

Join us as we make worklife better, together. Glassdoor is one of the world's largest job and recruiting sites. We pride ourselves on making worklife better together; it's our mission. Our company was built on the foundation of increasing workplace transparency. As a Tier 2 Specialist for the Customer Support team, you will provide mentorship to Tier 1 Specialist while supporting the Offshore manager with projects as necessary for day-to-day activities.

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, including participating in all aspects of post-sale, customer onboarding/development, diagnosing/resolving technical issues, and escalation support
• Achieve team targets for response times, service level, and customer satisfaction, as established by the Manager, Support
• Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing feedback with relevant stakeholders, including your Manager, the Product Team, Display team, Trust & Safety, as well a,s Sales and Customer Success
• 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

Benefits

• Flexible hours
• Where-to-work policy