Customer Support Consultant (Contract Role)

Company Description

Xref is a global, best in class, HR and recruitment technology company that empowers organisations with people-focused feedback to make great decisions. Recruit, retain and remember your people with Xref’s automated reference, pulse and exit surveys.

We are a global, ASX-listed company with users in 195 countries. When you work with Xref, you work with a vast array of clients of all sizes and industry backgrounds. Our users love and trust us - we have a 4.7 star rating out of 5 on Google, G2 and Capterra.

Xref's vision is to make it easier for the world to hire and track talent throughout their journey by changing the way organisations collect and action feedback from their people.

Job Description

Xref Customer Support Consultants play a vital role in delivering exceptional customer service and basic technical support to candidates, referees, and clients. In this role, support is provided via email as part of our 24-hour global support model.

In this role, you will collaborate closely with the sales and account management teams, helping to drive platform usage and support client renewals, ensuring long-term success and engagement with Xref.

This is a contract position based at our Lahore office working Monday to Friday from 6am - 3pm.

Responsibilities include:

• Provide first-level technical support to candidates, referees, and smaller, entry-level clients.
• Ensure prompt resolution of logged cases, aiming for a 2-hour turnaround.
• Collaborate with Customer Success Consultants (CSCs) across Xref’s global offices to maintain a 24-hour international support system.
• Monitor and identify platform issue trends, logging them for product development improvements.
• Manage complaint resolution, escalating issues when necessary to ensure swift and effective outcomes.
• Drive user adoption and engagement by delivering product education and support.
• Identify key contacts and users transitioning to new companies, creating opportunities for client referrals and new sales prospects.

Qualifications

• Preferably a recent graduate OR an individual with at least one year of experience in a customer support or technical support role.
• Must be a customer-centric individual who is passionate about delivering the highest standard of service to our clients.
• Must possess strong communication skills, both written and verbal, with a strong command of the English language, including excellent spelling and grammar.
• Quick to acquire product knowledge and adept at identifying new opportunities that benefit both Xref and our clients.
• Demonstrates proficiency with computer systems, ensuring efficient task execution and seamless operations.
• Thrives in a collaborative, team-driven environment, valuing teamwork and contributing to collective success.
• Meticulous attention to detail, ensuring that all notes are accurately logged and cases are resolved promptly.

Additional information

Why choose Xref?

• People focused - We put people first, both with our technology solution and in our workplace. We inspire and empower through innovation and welcome all ideas and contributions. We have a big heart and are positively charged.
• Recognition and reward for your work - We work hard, collaborate effectively and together we celebrate every individual and company success.
• Make a real impact – At Xref, you’re not just filling a role—you’re shaping the future of hiring. Our platform helps businesses make smarter, faster, and fairer hiring decisions.

Kindly indicate your expected annual salary in USD when submitting your application.

Check out what it's like to work at Xref here >> www.xref.com/company/careers

No agencies, please.