Customer Support Specialist

Sales Mill Valley, California


Description

Glassdoor’s Global Customer Success department promotes a customer-focused support culture that rewards team members for innovation, professionalism, and personal development.  The Global Customer Success department attracts and develops new top talent within Glassdoor and serves as the launching pad for long term careers within Glassdoor that span multiple business units.  Reporting to the CS Manager – Customer Support, the Customer Support Specialist provides direct support to small business owners, hiring managers, and recruiters leveraging Glassdoor products to hire top talent. 

Our growing team of Customer Support Specialists assist current and prospective customers by resolving usability and technical questions regarding current services, evangelizing new products and features, assisting in the optimization of customers’ campaigns with Glassdoor including recommending best practices for employer branding and job descriptions/titles, and developing an understanding of our customers’ business such that they maximize the customer’s value with Glassdoor.

We hope to find someone who has fantastic communication skills, relentless work ethic, desire to see a customer succeed with their own business and with Glassdoor, and is passionate about making a real difference. Your day-to-day job will vary based upon the customer inquiries received so flexibility and willingness to think on your feet are key to this position.

Key Responsibilities:

  • Provide high level and in depth usability, campaign optimization, and where needed, technical support to our Self-Serve and Employer customers.
  • Resolve inquiries received via phone, web, email, and internal ticketing system, in a timeframe consistent to department and team service levels and goals.
  • Work collaboratively with customers, team members, and resources across our global offices to achieve desired results.  Cross-functional teams include Product, Marketing, Customer Success, Implementation, and Engineering teams.
  • Own and address customer needs and product issues from inception to resolution, including participation in all aspects of pre-sale, customer onboarding/development, diagnosing/resolving technical issues, and escalation support.
  • Conduct fraud analysis of online purchases and investigate accounts suspected of fraudulent activity in an effort to prevent job scams from appearing on Glassdoor.
  • Engage with potential customers via phone/email and create sufficient interest to ensure conversion to paid products, and existing customers to brand loyalists.
  • Identify and analyze opportunity with current and prospective customers and communicate growth opportunities to appropriate stakeholders.  
  • Help customers understand the true value of their Glassdoor services, measuring against their success metrics, and providing guidance on building their employer brand & hiring top talent where applicable.
  • Analyze disputed transactions received from payment vendors to minimize unwarranted losses; determine the appropriate response and documentation requirements to defend disputes.
  • Monitor CSAT/NPS scores and drive increased customer satisfaction by compiling feedback, articulating product enhancements to the Product Manager (PM), and ensure that reported problems are seen to completion.
  • 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.
  • May require late night, weekend, or on-call availability to satisfy Glassdoor’s Global support model.

Qualifications:

  • Bachelor’s Degree, or equivalent work experience
  • 1-3 years of experience in a customer-facing role; preferably with some level of B2B e-commerce experience
  • Strong communication and interpersonal are a must, including exceptional phone and written skills
  • Effective organization and time management skills
  • Proven success in customer management or consultative selling
  • Exceptional ability to work well within a team environment and with a cross-functional organization
  • Strong customer focus and ability to manage and exceed customers’ expectations with every interaction
  • Outstanding ability to represent Glassdoor in a positive way to diverse audiences and different levels of individuals within organizations
  • Ability to work under pressure, multi-task, and think quickly in a reactive and fast-paced environment
  • Passion for an ever-changing environment where creativity, initiative, and thought-leadership are key to your professional success
  • Familiarity with applicant tracking systems, pay per click advertising, employer branding, and the online recruitment advertising space a plus

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; 85% dependent coverage
  • Equity in a late stage startup backed by top-tier VCs
  • Sunny & peaceful Mill Valley offices located right on the water
  • Walking, running and biking trails steps away from the office
  • Onsite gym and fitness classes
  • Free catered lunch; new menu daily
  • Paid holidays and flexible paid time off
  • Your choice between Mac or PC
  • Dog-friendly office (with dog-free zones if you are so inclined)
  • Free parking

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.