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. With that in mind, we have developed numerous tools to help job seekers make more informed career decisions. 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. The primary goal is to provide a thoughtful and impeccable customer experience. The ideal candidate for this role is passionate about the customer, understands the importance of contributing to a highly effective and cohesive team, and is a proven strong communicator who will go the extra mile for the customer and the team.

Tier 2 Customer Support Specialists will primarily assist Glassdoor's paying customers and Indeed-led accounts by resolving usability and technical questions, evangelizing new products and features, and optimizing customer profiles. The Tier 2 role requires you to have strong Glassdoor product and system expertise, strategic thinking skills, and works well with others while continuing to meet SLAs.

What You'll Do:

• 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.

What You'll Bring:

• 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
• Familiarity with brand management is a plus

Compensation: £15.00 - £20.00 per hour