Supervisor, Support- #1492 Jobs

Bullhorn is the global leader in software for the staffing industry. After more than 20 years , more than 10,000 companies rely on Bullhorn’s cloud-based platform to power their staffing processes from start to finish. Led by the original co-founder, partnered with venture capital, and powered by seasoned leaders across a global workforce with an eye toward innovation, Bullhorn has had year over year growth, making it the market leader in the recruitment software space while allowing for new opportunities for over 35% of our employees to advance their careers in 2021.

We are a remote-first organization and over 30% of our employees reside outside the United States. Headquartered in Boston, we also have offices in St. Louis, London, Brighton, Rotterdam, Frankfurt and Sydney (just in case you’re in the area to stop by). Whether you’re local or remote, our vision is to ensure every employee has a sense of belonging, a voice that is heard, and a clear path for success. Your incredible experience as an employee will consist of flexible work hours to ensure a positive work-life balance and use Zoom, Slack, and other tools to stay connected.

Why This Job Is Important

Bullhorn One and Pay & Bill delivers the industry’s most robust end-to-end staffing platform where we’ve combined our best-in-class Pay & Bill functionality with our market leading sales and recruiting software. This leadership role will be a key part in leading a Support team in an area that is experiencing rapid growth and new developments. The responsibilities of this leader will evolve as we continue to expand, develop and launch new product lines to grow our offerings to the market.

As a Technical Support Supervisor (BH1), a typical day might look like:

• Identifying, managing and executing Technical Support strategic projects and initiatives
• Managing the recruitment, training and development of the Technical Senior Support team, ensuring world-class support for Bullhorn’s customers
• Managing performance and growth plans of team members, working with them to develop and implement individual career development plans
• Owning critical Pay & Bill escalation experience and collaborating with Tier 2 and Tier 3 leadership for immediate resolution
• Communicating and developing relationships with many different Bullhorn teams (Engineering, Product, Sales and Technical Operations) to prioritize and address high priority technical issues
• Developing, measuring and managing customer support metrics such as quality of service, close rates, response times, and teamwork
• Providing leadership to the Senior Technical Support team by mentoring these Analysts, particularly in the development of customer service, time management, effective communication, and problem solving skills
• Effectively servicing client management escalations in line with accepted best practices and processes, collaborating with other departments on necessary next steps

This Might Be The Job For You If

• You have 2+ years experience leading remote teams ideally in a customer or technical support setting
• You have demonstrated expertise in improving and managing Technical Support processes and methodologies
• You have exceptional organizational, time management and multi-tasking skills
• You have a demonstrated ability to lead a team in a highly demanding, fast-paced environment
• You have the ability to empathize with customers and convey confidence, displaying superb listening skills, and verbal and written communication skills
• You have the ability to work efficiently and effectively under stress and within tight deadlines
• You are an effective communicator with the ability to manage and implement change in a dynamic environment
• You have the ability to develop a technical understanding of the supported Bullhorn solution

Bonus Points For

• Experience with Salesforce
• Experience in a Software as a Service (SaaS) environment

What We Offer...

• Quarterly paid volunteer days
• Unlimited Vacation
• Mental health benefits (EAP & 98point6)
• Lucrative Employee Referral Program (eligible for prior to your first day)
• Benefits eligibility effective DAY ONE including Medical, Dental, Vision, 401(k), 401(k) Match, and more
• Career development opportunities up/across Bullhorn
• Full Access to LinkedIn Learning

Bullhorn's core purpose is to create an incredible customer experience, which starts with first creating an incredible employee experience. Our vision is for every employee to have a sense of belonging, a voice that is heard, and a clear path for success. We are committed to building diverse and inclusive teams, and our culture is shaped by our five core values: Ownership, Energy, Speed & Agility, Service, and Being Human.

We’re looking for real-life humans, each with their own unique set of thoughts, beliefs, cultures, identities, and a background and body that is completely individual. We also love humans who have taken less traditional paths of education and believe that experience and learning come in many forms. Together, all these unique individuals make Bullhorn stronger. If you’re reading this, you’re probably applying for/considering applying for a job with us, and we want you to know that Bullhorn is an equal opportunity employer. For us, that means we always have, and will always, strive to be as inclusive as possible in all aspects of employment and that we do not and will not tolerate discrimination of any kind.