Customer Support Representative - Candidate Customers

Job Description

About Triplebyte Triplebyte is transforming the way software engineers are hired. Our mission is to build an open, valuable and skills-based credential for all engineers. This is important because millions of people have skills (and deserve good jobs), but don’t fit the profile that recruiters seek. Another way of saying this is that talent is uniformly distributed, but opportunity is not. Our goal is to broaden the distribution of opportunity. To do this, we have built a background-blind technical assessment and interview process, and we use it to find engineers and help them get jobs at 450+ top companies. Our rich understanding of candidates’ skills and propriety machine learning models enable us to find the right match between our candidates and partner companies. This is why companies like Apple, Dropbox and American Express trust Triplebyte’s technical assessment to identify the best engineers for their open roles and reduce the time and effort it takes to hire them. We just raised a $35 million Series B and our team of 65 is growing quickly! Now is a great time to join as we're on an exciting growth trajectory. You will have lots of opportunities for taking on responsibility and developing new skills quickly. Press Links You can read more about our company and hear from our founders in the press here: Triplebyte raises $35M for its online coding test and credentialing service for hiring engineers Triplebyte raises $35 million to match engineers with employers CNBC (Your Next Job Interview Could be with a Robot) Lessons from Doing Y Combinator Twice - Harj Taggar Building an Engineering Team - Harj Taggar and Ammon Bartram You can also read some case studies with a few of our partner companies like Box, Instacart, Mixpanel and Gusto and also learn more about us on our press page . We're an experienced team , the founders have each built and sold companies before. Ammon and Guillaume founded Socialcam ( acquired by Autodesk for $60 million ) and Harj was the first partner hired at Y Combinator since its founding. Customer Support Representative: Triplebyte is changing the way companies hire software engineers. Change can result in many questions for our candidates. A key priority for Triplebyte is to improve the customer service experience, create engaged customers and facilitate organic growth for the company. As a Customer Support Representative, you are responsible for ensuring our candidates have a great experience on Triplebyte. Your day-to-day tasks will be answering questions about our software and interview, as well as sharing insights for optimizing interview processes based on the data we've collected working with hundreds of candidates.

Role Responsibilities

• Own, document, and manage the candidate Support Department
• Take ownership of candidate issues and follow problems through resolution
• Establish performance metrics and measurements both quantitatively and qualitatively
• Analyze and compile statistics/reports
• Work closely with the Growth, Product, and Interviewer teams to recommend candidate experience improvements/resolve recurring issues
• Set service procedures, policies, and standards

What You Need to be Successful

• 1+ years of Customer Success or Customer Support experience
• Strong people and relationship building skills. You'll understand the level of service and responsiveness customers expect and deliver it to them. Specific experience in the recruiting industry is not necessary, but understanding the challenges faced by candidates, hiring managers, and recruiters will be helpful.
• Strong verbal and written communication skills. Our candidates are busy and need Customer Service Representatives who can clearly and concisely communicate the essential information they need to know.
• Ability to prioritize and multi-task well. You'll be working with multiple candidates at a time. The number of balls in the air adds up fast and you'll be responsible for making sure nothing falls through the cracks.
• Must be self sufficient; you will be implementing Customer Support policies, documentation, procedures, metrics, and best practices for the first time
• Must remain calm under pressure and have a strong ability to diffuse difficult situations with unhappy candidates; strong mediation skills
• Experience in HRTech, Recruitment Tech or Recruiting is a plus

Compensation and Benefits Competitive salary and stock options package Open vacation policy Employer paid health, vision and dental insurance 401(k) plan with matching Pre-tax commuter benefits Daily catered lunches Our Mission We believe strongly in building a truly meritocratic, unbiased process for finding great talent. Even the best technology companies today still use where people went to college as a proxy for intelligence and ability. We're building a process that looks only at ability, not credentials, so we can have a future where everyone can focus on just learning and being good at what they do, not how they look on paper. Every aspect of running a company has been improved over the last decade, except hiring. Most decisions are still made using amorphous terms like "gut feel" or "culture fit". They should be made using crisp data. Only a company specializing on this problem, using data collected from the hiring process at hundreds of companies, can solve it. That's the company we're building. Our mission is creating a scientific method for identifying great talent and intelligently routing it to the best place. Starting with software engineers. Apply for this job