Customer Support Specialist

Sales Chicago, Illinois


Description

Glassdoor’s Customer Support Team is focused on delivering great customer experiences to the individuals and companies using Glassdoor’s products.   Reporting to the Manager – Customer Support, the Customer Support Specialist role provides direct support to business leaders, hiring managers and recruiters leveraging Glassdoor products to hire top talent.

Our growing team of Customer Support Specialists assists current and prospective customers by providing education on Glassdoor’s products, resolving usability and technical issues and helping customers to get the most out of the products they’ve purchased from Glassdoor.  In this capacity, you will have responsibility for handling cases and solving problems which originate via both email and telephone.  

Key responsibilities include:

  • Assist customers in solving problems related to product features, usability, technical issues and product performance, including participation in all aspects of pre-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 Customer Support
  • Collaborate with team members across Technical Services, Customer Success, Product, Marketing and Engineering as needed to resolve issues and deliver great customer experiences.
  • Verify transaction authenticity and assess fraud risk for online purchases
  • Review. analyze and manage chargebacks from online purchases
  • Monitor CSAT/NPS scores and drive increased customer advocacy by compiling and sharing feedback with relevant stakeholders including your Manager, the Product Team, Technical Services and Customer Success
  • Maintain and create detailed documentation through logging of support cases, email, and knowledge base articles for customer and internal use.
  • Work on projects that provide value to the department, Glassdoor, and the Self-Serve and Employer customer bases

Qualifications:

  • Bachelor’s Degree, or equivalent work experience
  • 2+ years of experience in a customer-support role, B2B and e-commerce experience preferred
  • Familiarity with applicant tracking systems, pay per click advertising, employer branding, and the online recruitment advertising space a plus
  • 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
  • Outstanding written and verbal communication skills
  • Strong problem solving skills
  • High personal productivity and excellent time management
  • May require late night, weekend, or on-call availability to satisfy Glassdoor’s Global support model.

Why Glassdoor?

  • Work with purpose – join us in creating transparency for job seekers everywhere
  • Glassdoor gives back! Glassdoor is a Pledge 1% member; all employees receive 3 paid volunteer days per year
  • 100% company paid medical/dental/vision/life coverage; 80% dependent coverage
  • Paid holidays and flexible paid time off
  • Equity in a late stage startup backed by top-tier VCs
  • Located in up-and-coming Fulton Market neighborhood
  • Discounted memberships for local gyms and Divvy
  • Free snacks, drinks, and coffee always available
  • Your choice between Mac or PC
  • Fun office events and celebrations
  • Convenient to public transportation, with pre-tax commuter benefits available

Glassdoor is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Glassdoor is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.