Get AI-powered advice on this job and more exclusive features.Company DescriptionSmartRecruiters powers Superhuman Hiring by freeing talent acquisition teams from legacy applicant tracking software and equipping them with next-gen AI functionality.
SmartRecruiters' platform serves as the hiring operating system for 4,000 customers, including Bosch, LinkedIn, and Visa.
Companies with business-critical hiring needs turn to SmartRecruiters for best-of-breed functionality, world-class support, and a robust ecosystem of third-party applications and service providers.We are a values-driven, globally focused tech employer with strong financial backing.
By solving the biggest problems, we focus our efforts on what matters most, driving real impact for our organization and customers.
For the past three years, we've been recognized as a strategic leader in recruitment technology by Fosway Industry Analysts.
In 2023 and 2024, we received prestigious awards from Comparably for being a top company for Women, Perks, and Benefits, Work-Life Balance, Happiness, Compensation, Diversity, Culture, and Company Outlook.At our core, we commit and dig deep, embracing challenges with grit, curiosity, and a drive for excellence.
We foster a collaborative and inclusive work environment, where trust and determination bring us together - because together, we will win.
With competitive salaries, generous equity, and strong internal mobility, we ensure that high performers have meaningful growth opportunities.
Our remote-friendly culture is welcoming, respectful, and built to empower every team member to thrive.Job DescriptionWe are looking for a Customer Support Team Leader to join a high-growth team on a mission to drive success, growth, and excellence for companies that have turned to the new way of hiring.
In this role, you will be instrumental in driving the overall success of SmartRecruiter's talent acquisition SaaS platform and ensure more people continue to be wowed and fall in love with our brand and hiring success methodology.This role requires openness to a fixed work schedule from 15 : 00 to 23 : 00 (CET).
Please ensure you are comfortable with these hours, as they are essential for the position.You will :Interact every day with SmartRecruiters teams and customers to answer questions, resolve issues, educate, and help them succeedTake on a portion of the escalated customer support cases (externally escalated by customers)Be the main point of escalation for the Customer Support Agent (internally escalated)Attend weekly Support calls with 2-4 SmartRecruiters Enterprise customers to answer support-related questions and push support cases to resolutionLead internal training sessions for Tier 1 and Tier 2 Support AgentsManage and contribute responses to internal questions from Tier 1 and Tier 2 Support agents on the Support Slack channel on a daily basisSchedule and lead new hire training and enablement sessionsContribute to weekly Support team meetingsDrive a high level of customer satisfactionIdentify, test, and call out technical issuesTeach and coach direct reports on Support Team processes and best practicesCollaborate closely with all parts of the organization, including product management, engineering, and professional services teams to contribute and execute on our strategy to make customers successfulBe ready to get involved and lead various projects in the support domainBe an ambassador for SmartRecruiters and its cultureQualificationsGeneral ATS experience (knowledge of the SmartRecruiters application would be a plus)Fluency in English is essentialExperience with API Technology (OAuth 2.0 is a plus)Experience with Web SSO (SAML 2.0)Strong knowledge of Support Case tracking systems (both internal and external) - SalesForce and JIRA are a plusAbility to interact and communicate professionally and confidently with a diverse customer base.Customer support experience, preferably in the Enterprise spaceStrong interpersonal, written, and spoken communication skillsMotivated self-starter capable of taking initiative, handling objections, and negotiating tough situationsExperience in technical customer support in a SaaS environmentA passion for technology and a drive to change the worldPositive, energetic, with a can-do attitudeCall center experienceKnowledge of other languages would be a plusCulturally, the ideal hire isPassionate about SmartRecruiters' mission of connecting people to jobs at scaleMotivated by a fast-paced, high-growth environmentEnjoys working with and being part of a dynamic teamAdditional InformationSmartRecruiters is proud to be an Equal Employment Opportunity and Affirmative Action employer.
We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionCustomer ServiceTechnology, Information and Internet and Software Development
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