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Our Mission

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Day to Day

At Indeed, we are dedicated to providing exceptional service to both employers and job seekers. As part of our Operations Team , you will play a pivotal role in partnering with Sales and Customer Success (CS) teams to ensure a seamless and efficient experience for all parties. As a Business Operations Support Specialist II at Indeed, you will serve as a key liaison between Client Success, Sales, and Engineering teams, investigating and resolving technical issues ranging from minor bugs to critical problems. Your role involves using backend tools, your product expertise, and critical thinking to identify and address operational challenges, ensuring quick and effective solutions for internal teams and clients. You’ll collaborate closely with Technical Leads and cross-functional teams to streamline processes, improve service offerings, and ensure efficient workflows. Additionally, you'll support incident management and outage communication, working to continuously enhance operational efficiency and reduce friction in the user experience for both employers and job seekers. Through your problem-solving and communication skills, you’ll drive improvements that empower teams and deliver exceptional service.

Responsibilities

• Monitor, diagnose, and resolve technical issues reported by Sales and Client Success (CS), escalating bugs to the product team as necessary. Collaborate with cross-functional teams to ensure timely resolution and continuous improvement.

• Receive Tier 2 escalations from Tier 1 teams, identify case handling or knowledge gaps at the Tier 1 level and funnel resulting feedback to Tier 1 managers

• Work closely with Operations Analysts to uncover trending issues or outages, collect duplicate reports and merge them into a single issue and manage it to resolution, issuing comms updates to partner teams along the way

• Maintain and update internal documentation (knowledge articles, process wikis) and contribute to both short- and long-term product and process improvement projects;

• Act as a mentor to new Specialists through shadow sessions, knowledge sharing and guiding to resources

• Prioritize and manage cases based on impact and volume, ensuring adherence to performance metrics, Standard Operating Procedures (SOPs), and Service Level Agreements (SLAs); maintain case management hygiene standards

• Stay up-to-date on product updates, best practices, and relevant training, while handling sensitive data in compliance with policies and guidelines.

Skills/Competencies

• 3+ years experience working in a fast-paced, problem-solving, and investigative environment

• 1+ years experience with Salesforce cases, JIRA platforms, data query language (SQL or

• Indeed’s IQL)

• Experience reproducing and investigating issues in a software or web application environment

• Experience in a technical support role in a consumer-facing web company

• Experience helping shape team processes and documentation

• Excellent written and oral communication skills with the ability to explain technical concepts in business terms, & translate business needs to technical requirements

• A passion for digging into a problem and finding the best solution

• Detail-oriented with exceptional follow-up skills

• Fluent in verbal and written English

Skills/Competencies

• Is inquisitive and eager to learn in a dynamic and fast-paced environment; takes pride in everything they do and is motivated to go above and beyond what is expected

• Can read between the lines, recognize patterns, and dig in to get at the root of a problem

• Thinks on their toes and problem-solves, not only efficiently, but creatively

• Can work autonomously, and complete tasks with limited oversight

• Collaborates well in a diverse team environment with different roles and backgrounds

• Can identify ways to improve internal processes and tools in order to keep up with growing demand

• Adapts quickly to new situations and approaches them with a positive, can-do attitude Applicants must be authorized to work in the United States

Salary Range Transparency

US Remote 59,000 - 86,000 USD per year

Austin Metro Area 59,000 - 86,000 USD per year

New York City Metro Area 79,000 - 115,000 USD per year

Seattle Metro Area 73,000 - 107,000 USD per year

San Francisco Metro Area 87,000 - 127,000 USD per year

Salary Range Disclaimer

The base salary range represents the low and high end of the Indeed salary range for this position in the given work location. Actual salaries will vary depending on factors including but not limited to location, experience, and performance. The range(s) listed is just one component of Indeed's total compensation package for employees. Other rewards may include quarterly bonuses, Restricted Stock Units (RSUs), a Paid Time Off policy, and many region-specific benefits.

To learn more about your pay transparency rights, click here (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

Benefits - Health, Work/Life Harmony, & Wellbeing

We care about what you care about. We have a multitude of benefits to support Indeedians, as well as their pets, kids, and partners including medical, dental, vision, disability and life insurance. Indeedians are able to enroll in our company’s 401k plan, as well as an equity-based incentive program. Indeedians will also receive open paid time off, 12 paid holidays a year and up to 26 weeks of paid parental leave. For more information, select your country and learn more about our employee benefits, program, & perks at https://www.indeed.com/careers/benefits!

Equal Opportunities and Accommodations Statement

Indeed is deeply committed to building a workplace and global community where inclusion is not only valued, but prioritized. We’re proud to be an Equal Employment and Affirmative Action employer seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, family status, marital status, sexual orientation, religious creed, national origin, genetics, neuro-diversity, disability, age, status as a protected veteran, or any other non-merit based or legally protected grounds.

Indeed is dedicated to providing reasonable accommodations to qualified individuals with known disabilities to participate in the employment application process. To request an accommodation, an applicant should contact Talent Attraction Accommodations at 1-855-567-7767, or by email at accommodations@indeed.com. In the request for an accommodation, please inform us of the nature of your request and your contact information. If you are requesting accommodation for an interview, please reach out at least one week in advance of your interview.

Inclusion & Belonging

Inclusion and belonging are fundamental to our hiring practices and company culture, forming an integral part of our vision for a better world of work. At Indeed, we’re committed to the wellbeing of our employees and on a mission to make this the best place to work and thrive. We believe that fostering a diverse and inclusive environment where every employee feels respected and accepted benefits everyone, fueling innovation and creativity.

We value diverse experiences, including those who have had prior contact with the criminal legal system. We are committed to providing individuals with criminal records, including formerly incarcerated individuals, a fair chance at employment.

Those with military experience are encouraged to apply. Equivalent expertise demonstrated through a combination of work experience, training, military experience, or education is welcome.

Indeed’s Employee Recruiting Privacy Policy

Like other employers Indeed uses our own technologies to help us find and attract top talent from around the world. In addition to our site’s user and privacy policy found at https://www.indeed.com/legal , we also want to make you aware of our recruitment specific privacy policy found at https://www.indeed.com/legal/indeed-jobs .

Agency Disclaimer

Indeed does not pay placement fees for unsolicited resumes or referrals from non-candidates, including search firms, staffing agencies, professional recruiters, fee-based referral services, and recruiting agencies (each individually, an "Agency"), subject to local laws. An Agency seeking a placement fee must obtain advance written approval from Indeed's internal Talent Acquisition team and execute a fee agreement with Indeed for each job opening before making a referral or submitting a resume for that opening.

Reference ID: 2025-45113

The deadline to apply to this position is March 11th, 2025 . Job postings may be extended at the hiring team’s discretion based on applicant volume.

Reference ID: 45113