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Custom Integrations Support Team Lead



Customer Service
Poland · Remote
Posted on Wednesday, May 29, 2024

Company Description

SmartRecruiters is a values-driven, global-minded, and well-funded tech employer on a mission to connect people to jobs at scale. As a global leader in enterprise recruitment software, SmartRecruiters offers a cloud-based global Hiring Success platform that allows teams to attract, select, and hire the best talent. 4,000 companies worldwide rely on SmartRecruiters to achieve hiring success—including brands like Bosch, LinkedIn, Skechers, and Visa—using recruitment marketing, CRM, AI, ATS, and a marketplace of 600+ connected vendors all within one scalable platform.

SmartRecruiters was recognized by Forbes as one of the Best Employers in 2020. We are proud to offer a collaborative, diverse, and remote-friendly work environment, as well as competitive salaries and generous equity. We believe in promotion from within, so high performance can lead to upward mobility. Needless to say, we make sure you’re taken care of. Our inclusive office environment welcomes and respects all.

Job Description

Our customers are looking to transform their talent operations and processes to meet their evolving business priorities. Through the value of the SmartRecruiters’ Talent Acquisition Suite and professional services, we are positioned to deliver on their needs and ensure they acquire the best talent to achieve business success.

As an Custom Integrations Support Team Lead, you will be working with our customers on a daily basis, being responsible for helping manage and resolve client’s technical issues with their integrations and consult changes requested to the system.

You will support the Technical Services Director in managing and leading a Custom Integrations Support Team, assist with technical questions, set goals and targets for the team, monitor team performance, and ensure that the team is providing excellent service and addressing customer issues in a timely and efficient manner.

You will lead by example and foster a continual improvement culture, developing robust departmental systems, processes, policies and frameworks.

It is a rewarding role that allows you to redefine how teams manage talent across their entire organization, ensuring that issues and requests are analysed, evaluated, prioritised, and implemented as requested.

Key Responsibilities

  • Work with the Technical Services Director and clients to plan, coordinate and deliver the Custom Integrations Support, develop abilities as required to create a high-performance team

  • Liaise with the Client when there is clarification needed to ensure a request is fully understood and the impact assessed correctly, ensuring the client clearly understands the request fully.

  • Regularly communicate with the Technical Services Director to deliver weekly status updates on the client and provide visibility to common issues that the client is experiencing or requesting.

  • Track all requests from the Client and ensure they are resolved within the given SLA.

  • Identify opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organisational efficiency.

  • Coordinate the activities of the Custom Integrations Support Team, provide technical support and advice to team members on a daily basis

  • Monitor performance and lead the team to achieve key performance indicators (KPIs) and provide an excellent service to customers.

  • Evaluate customer feedback and identify ways to maximise customer satisfaction.

  • Ensure that standard operating procedures are documented and maintained.

  • Support Custom Integrations Support Team in normal day-to-day duties, client interaction and queue management

  • Maintain a good technical understanding of SmartRecruiters products, their architecture, operation, and construction. Includes features and improvements.

  • Create and/or modify processes, in collaboration with the Technical Services Director, to allow for the effective processing of data and cases, as well as improving existing processes when practical and cost effective.

  • Contribute to Employee Development plans

Additional Responsibilities

  • Develop your professional expertise, applying company policies and procedures to resolve a variety of issues.

  • Demonstrate mastery over assignments, using professional concepts and SmartRecruiters’ policies and procedures to solve a moderate range of difficult problems in imaginative and practical ways.

  • Apply practical knowledge of tools, practices, and technologies used on a daily basis.

  • Work on requests for enhancements of small to moderate size where analysis of situations or data requires a review of various factors.

  • Build productive internal and external working relationships, using discretion to prioritise work and evaluate problem-solving approaches.

  • Exercise judgement within defined procedures and practices to determine appropriate action.

  • Receive only general instructions, autonomously managing tasks within defined procedures, priorities, and practices.

  • Be generally reviewed for accuracy.

  • Focus on providing standard professional advice and creating initial reports for review by experienced team professionals.

  • Consistently demonstrate teamwork skills, ask questions, and challenge status quo bias.


  • In-depth knowledge of SmartRecruiters and its automation platforms Workato and Jitterbit, staying updated on product updates and changes.

  • Strong understanding of SmartRecruiters' integration capabilities, including APIs, out-of-the-box HCM Connectors and the embedded automation tools

  • Technical proficiency in HTTP, APIs, WebServices, ideally as a developer, and some familiarity with HRIS Systems (e.g., Workday, SAP EC, ADP, UKG, Peoplesoft).

  • Solid understanding of coding principles, despite the no-code automation tools.

  • Exceptional verbal and written communication skills, with the ability to explain technical concepts to non-technical stakeholders.

  • Strong problem-solving skills and analytical thinking.

  • Collaborative mindset for effective teamwork and cross-functional collaboration.

  • Exceptional time management and adaptability.

  • Conflict resolution skills and the ability to manage challenging customer interactions.

  • Proficiency in documentation, including record-keeping and maintaining internal playbooks.

  • Ability to seek root causes and proactively/collaboratively to mitigate systemically

  • Provide first level contact and convey resolutions to customer issues

  • Properly escalate unresolved queries to the next level of support

  • Track, route and redirect problems to correct resources

  • Confident, clear, and dynamic communicator (verbal and written).

  • Use of Salesforce, JIRA, Confluence are all excellent additions.

Additional Information

SmartRecruiters is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.