Internal Knowledge Manager, Customer Support

We are looking for a Internal Knowledge Manage 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 SmartRecruiters talent acquisition SaaS platform and ensure more people continue to be wowed and fall in love with our brand and hiring success methodology.

You will:

* Interact every day with SmartRecruiters teams to answer questions, resolve issues, educate, and help them succeed.
* Review escalation & case data to look for common issues & queries
* Build and maintain our internal knowledge base articles
* Review common topics which are set as "Working as Designed" by our Engineering team and build out documentation.
* Lead internal enablement sessions for Tier 1 and Tier 2 Support Agents.
* Manage and contribute responses to internal questions from Tier 1 and Tier 2 Support agents on the Support slack channel on a daily basis.
* Schedule and lead new hire training and enablement sessions.
* Contribute to weekly Support team meetings
* Drive a high level of customer satisfaction.
* Teach and maintain our internal AI assistant

* Teach and coach Support agents on Support Team processes and best practices.
* Collaborate 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 successful.
* Be ready to get involved and lead various projects in the support domain.
* Be an ambassador for SmartRecruiters and its culture.

Culturally, the ideal hire is

• Is passionate about SmartRecruiters’ mission of connecting people to jobs at scale
• Is eager to provide best in class customer experience
• Is motivated by a fast-paced, high growth environment
• Enjoys working with and being part of a dynamic team

SmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.

SmartRecruiters was recognized by Forbes as one of the Best Employers in 2020. We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.

Qualifications

* Strong knowledge of Support Case tracking systems (both internal and external) - SalesForce and JIRA are a plus
* Excellent English skills a must (C1 minimum)
* Ability to interact and communicate professionally and confidently with a diverse customer base.
* Customer support experience, preferably in the Enterprise space.
* Strong interpersonal, written and spoken communication skills.
* Motivated self-starter capable of taking initiative, handling objections, and negotiating tough situations.
* Experience in customer support in a high paced environment..
* A passion for technology and a drive to change the world.
* Positive, energetic, with a can-do attitude.
* Call center experience
* Other languages, a plus.

SmartRecruiters 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. your information will be kept confidential according to EEO guidelines.