Supply Support Specialist
Job description
About the role
In this pivotal position, you will be the main point of contact for recruiters utilizing the Paraform platform. Your responsibilities will include providing immediate assistance for onboarding, troubleshooting issues, and resolving queries efficiently. You will engage with recruiters daily, helping them navigate the platform, addressing concerns regarding submissions and approvals, and managing payout inquiries. This role is essential in fostering a supportive environment as the company continues to expand its operations.
Key facts
What you'll do
- Serve as the primary contact for recruiters, ensuring they receive timely and effective support through various communication channels, including chat and email.
- Assess and prioritize incoming requests to address the most urgent issues effectively, ensuring a smooth experience for all users.
- Troubleshoot and resolve platform-related challenges, including candidate submissions, approval processes, and payout inquiries, while escalating complex cases when necessary.
- Assist new recruiters with their initial submissions, providing guidance to help them understand their competitive position within the platform.
- Identify common inquiries and develop systematic solutions, such as enhancing onboarding processes, creating help center articles, or implementing self-service options to minimize repetitive questions.
- Collaborate closely with teams in Sourcing, Activations, and Account Management to ensure ongoing recruiter engagement and activity levels.
- Maintain a professional and approachable demeanor in all communications, ensuring clarity and friendliness in your interactions.
- Continuously seek opportunities to improve support processes, contributing to the overall efficiency of the operations team.
Requirements
- A strong ability to empathize with recruiters, understanding their motivations and experiences, while maintaining their trust, especially regarding financial matters.
- Excellent written communication skills, characterized by a professional yet friendly tone, ensuring messages are clear and error-free.
- Proficiency in prioritizing tasks in ambiguous situations, using sound judgment to navigate uncertainties without making assumptions.
- An analytical mindset that links support patterns to broader business dynamics, considering the implications of issues on overall systems and unit economics.
- A proactive approach to problem-solving, with a willingness to learn quickly and adapt to evolving processes that may currently be manual.
- Strong organizational skills to manage multiple inquiries and requests effectively while maintaining high-quality support.
Nice to have
- Previous experience in a high-volume customer-facing role, such as support, operations, recruiting, or account management, interacting directly with clients or recruiters.
- Familiarity with marketplace business models, recruitment processes, or Applicant Tracking Systems (e.g., Ashby, Greenhouse) that enhance your understanding of the industry.
- A background in payment processing or financial technology, providing insight into financial matters relevant to the role.
- A track record of improving existing processes rather than merely executing them, showcasing your ability to innovate and enhance operational efficiency.
Skills & tools
- Proficient in chat support platforms
- Familiarity with Slack for team communication
- Experience with email communication for professional correspondence
Practical notes
Paraform is at the forefront of developing an AI-driven recruiting marketplace, designed to connect companies with specialized recruiters and AI agents to streamline the hiring process. The company collaborates with industry leaders and is experiencing rapid growth. This position offers a unique opportunity to contribute to a mission that aims to make hiring processes faster, more reliable, and scalable. As a Supply Support Specialist, you will play a crucial role in shaping the support experience for recruiters, ensuring they have the tools and assistance they need to succeed in their roles. If you are passionate about enhancing user experiences and thrive in a dynamic environment, this role could be an excellent fit for you.
About the company
Paraform is a marketplace modernizing one of the largest and most fragmented markets in the world: hiring. We partner with industry leaders like Cursor, Palantir, Windsurf, Decagon, Shopify, Coinbase, and Hightouch to hire world-class talent, and are growing quickly - 8×-ing revenue last year.