March 24, 2023
The key role of a customer support executive is to lead the customer support representatives and ensure customer delight. This can be observed by tapping multiple responsibilities varying from business to business. Hence, the hiring process starts with analyzing business needs and understanding role requirements.
Recruiters must spend a lot of time understanding the business and mapping out specific requirements. For instance, a technology-based company might look for a customer support manager/ executive with deep product knowledge. A large service enterprise might want a manager who focuses on good communication and problem-solving skills. The business needs can vary, but what all tasks fall under the customer support executive’s jurisdiction?
So, based on these 4 key roles of customer support executives, recruiters can look for the desired candidate to fill the role. Once they decide on key roles and responsibilities, you can draft the job description and start sourcing qualified candidates. Here is a JD template for your reference.
Our company is looking for a qualified customer support executive to lead the customer support team and improve customer retention. You will have to manage a team of 40+ customer support representatives and actively cross-collaborate with departments to share insights. Also, you will have to strategize the workflows and training for the representatives to improve customer experience.
Ps:- The job brief shall include the roles and responsibilities, and a peek into company culture and values.
Ps:- This section will include all your expectations from the candidate based on soft skills or other competencies. Ensure to add only relevant expectations, not to drive away underrepresented candidates.
Ps:- This section can vary based on business needs. Start with core responsibilities and gradually move to less important ones.
Requirements and Skills
Ps:- Do not include “nice to have” responsibilities or skills in this section. This can impact the application rate and might push away top performers.
Depending on your business requirements, you can include more sections like benefits, experience, and much more. Once you draft and post your JD, you can start sourcing the top candidates.
A multichannel approach combines traditional sourcing channels with new proactive strategies to find the most suitable candidate. This includes passively engaging and sourcing candidates throughout the year. Recruiters use platforms like LinkedIn, Twitter, Naukri.com, etc., to find the top talent instead of relying completely on job posting applications.
However, one of the biggest loopholes with this system is the hassle of managing applications, engaging with 100s of candidates, maintaining candidate interest, and all the administrative work that comes along. Solution?
Nurturebox- The Ultimate Talent Engagement Platform!
Nurturebox integrates seamlessly with your existing tech stack and takes over all the admin tasks to make hiring easy. It collects information about desired candidates, records all conversations, avoid duplication, and even shares insights about which platforms perform better.
Where to get started?
Download our plugin and start engaging with desired candidates over any platform you like- WhatsApp, LinkedIn, Gmail, Twitter, etc. Automate your hiring process without sacrificing personalization to get your hands on the industry's top talent!
The sourcing and engagement process would get you a strong pipeline of qualified candidates. You must critically evaluate each candidate to find the most qualified customer support executive. But what skills shall you look out for?
More skills make a candidate the best fit for your firm. Here is a list of key responsibilities of customer support executives to look for when selecting the right candidate.
Now that you have clear expectations, you can conduct interviews with clarity. You will know what soft skills you can assess the candidate for. Here are a few questions for your reference to get a quick head start.
These questions will help you assess the candidate for various soft skills. You can add more questions, case studies, and other assessments to find the right fit for the position.
The final step is to hire and onboard the new executive. Once you have evaluated the candidates, you need to look for these 5 core competencies to choose your next customer support executive.
In addition, you can look for more skills to match your business needs. After choosing the right fit for your firm, you must spend adequate time onboarding them for a smooth transition. This includes setting high-level expectations and familiarizing them with company policies and tools.
They must have clarity over learning objectives and performance goals. They shall learn, collaborate, and lead the team to reflect their competencies and add value to the organization.
Start the onboarding process by sharing all the relevant information and completing all the documentation. This will include a career map highlighting different stages of their journey in the company. Further, explain their role and responsibilities, broken down into a specific timeline. This will give them an idea of how they would contribute to the organization and what perks they will get.
The next step of onboarding is to share learning objectives and performance goals. Also, highlight the core metrics your businesses focus on and learn about their personal goals. The training period could include:
With proper training and onboarding, the customer support executive can effectively collaborate for training sessions and meeting department heads. They can lead successful team meetings, identify responses to customer queries, share insights, and add real value to the company.
Source and engage the most qualified customer support executives with Nurturebox!
Customer support executives play a significant role in customer delight success. They act as a bridge between the customer, product development, and customer support team. They guide customers and resolve all product-related queries, maximizing product engagement. In a nutshell, they become the guiding star for the business to track questions and provide exceptional products/ services to the customers.
Need help starting your journey of finding the next customer support executive?
Nurturebox is a talent engagement platform that automates your hiring process to find the desired candidate without much hassle. With a simple plugin, recruiters can find qualified candidates faster and engage with them without going through tedious admin tasks. They can scale their efforts and passively engage with talented candidates throughout the year.
Download our plugin today and hire effortlessly!
Amidst today’s noisy digital world, brands find it challenging to create meaningful connections with their customer base and target audience. Getting the target consumer’s attention and persuading them to buy from you gets even trickier. Hence, content marketing has become more crucial than ever for brands to attract, educate, and retain customers.
Content creation is a top priority for 80% of marketers, and there is no reason it shouldn’t be. Consistent, high-quality, and engaging content impacts your audience’s decisions through education and persuasion.
Depending on your business goals and requirements, the role of Content Marketers you hire will vary. The primary responsibilities revolve around forming consistent brand messaging and deciding upon a unique and identifiable voice, style, and pitch across various distribution channels.
From raising brand awareness to attracting a relevant audience to your website, boosting social media presence and engagement, generating leads, and building brand loyalty – content marketing drives all the growth efforts for your brand. When done effectively, it can help you:
While content marketing is a broad role with numerous areas of expertise involved, it’s vital to thoroughly understand your company’s current marketing goals and the related requirements. In this blog, we will dive deep into the step-by-step approach to hiring a Content Marketer.
A Content Marketer must be deeply passionate about telling your brand’s story to the world. The objective is to educate and nurture the target audience to establish brand authority using thought-leadership and drive more people to buy from you.
As a candidate is expected to be a mediator between the brand and the target audience, they are primarily responsible for planning, creating, and sharing valuable content to grow their company’s awareness and engagement to bring more business.
To be more specific, the role of a Content Marketer requires a perfect blend of creativity and attention to detail in an individual. It’s a balancing role, as they need to ensure creating content that resonates and strengthens business relationships, using strategies that position your business as authentic and problem-solving.
Take a look at the core responsibilities of a Content Marketer that most businesses expect them to take over:
While the practices discussed above are primary responsibilities of a Content Marketer, they also need to be proactive with
Content marketing has become the key to driving growth for businesses. Unlike a few years ago, it’s not possible now to get away with a one-person team for content marketing. You need deeply trained individuals for specialist roles.
Let’s now dive into the step-by-step approach of hiring a Content Marketer. But before you even source your first candidate, you should have a clear expectation of the skillset and experience to look out for top content marketing candidates.
Apart from having relevant industry experience, a good Content Marketer must possess the following skills.
A Content Marketer’s prior skillset should be writing excellent attention-grabbing content. From long-form blog posts to website copy, ad copies, social media content, video scripts, emails, newsletters, e-books, whitepapers, and more – a Content Marketer should be able to adapt to the business’s specific requirements and create quality content.
Identifying user behavior is vital for framing the story in the right direction. So a Content Marketer must know how to identify and analyze the needs and pain points to develop a buyer persona. User research can be performed through social listening, relevant communities, in-person calls with customers, analyzing sales call recordings, and more.
Creating valuable thought-leadership content isn’t enough. Researching the right set of keywords is an essential skill to further educate your target audience on the Whys, Hows and Whats of your business, and have your website rank on Google.
Content that’s not backed by relevant data points does not build enough trust. Experienced content marketing professionals would always prefer data over hollow claims. No doubt that only data doesn’t help a content piece succeed, but it’s essential..
A Content Marketer is also expected to break down and analyze the pain points to turn keyword research into content ideas. So a professional must be able to identify and solve content gaps.
Further, they must know how to create a content calendar, decide the different types of content, and choose relevant platforms to publish and schedule marketing campaigns.
Creating a valuable content piece, for example - an ebook, isn’t enough. Your content marketing team needs to promote it proactively for bringing enough attention and engagement.
Setting up goals and plans is one thing, but continuously executing, measuring, and analyzing content performance is another. A Content Marketer should always be monitoring key performance parameters to figure out the upcoming plans with the necessary updates required.
Not to forget - stakeholders and marketing heads need the performance reports regularly. So Content Marketers must be able to collect and comprehend all the data to make it worth presenting.
Let’s sort out the priorities first, and decide the type of content marketing candidates you want to recruit. From exceptional research skills to storytelling, communication skills, relationship building, audience engagement, and more capabilities must be comprehensively considered. Identify and break down the skill requirements for Content Marketers:
Forming a candidate persona by answering all these questions would ensure you are not shooting in the dark while sourcing candidates. Further, it helps you determine the traits of the ideal candidate, and plan your sourcing and recruitment strategy further.
Next step is determining your role requirements suiting primarily to organizational needs and business goals. A content marketing professional is expected to own the entire content strategy, creation, and distribution. But what about your business’s unique requirements?
You might need someone comfortable with frequently creating long-form content pieces like blogs, ebooks, or whitepapers, or creating engaging video content based on your industry trends.
Talk to various relevant stakeholders for seeking the complete detailed company requirements for the role.
Before you enter the recruitment funnel, outline your talent acquisition process. Identify various strategies, channels, and other informational insights you would need – and maintain a collaborative document.
As you update the tactics and tweak your recruitment process for meeting hiring requirements optimally – keep your document up to date.
Once you have finalized the role requirements with respect to your current content marketing goals and team, you can start sourcing candidates. Preparing the job description is the first task you’ll need to do.
Here are the necessary components you must have in your job description:
The job of a Content Marketer is to perform competitor research, create user persona, and write plagiarism-free content for blog articles, social media, and the company website. They need to stay updated on the latest SEO techniques.
Once you have the tailored job description in hand, it’s now time to do the groundwork and source candidates. Create an attractive job post to promote your job across job boards and social channels.
Prepare an impactful job post and also execute paid job ad campaigns if required. The next step would be promoting your jobs on various job boards and hiring platforms. You can leverage the following platforms for hiring Content Marketers:
Not to forget - almost 3/4th of the workforce includes passive candidates, so you cannot miss out on passive talent sourcing as well. Reach out to qualified candidates on communities, LinkedIn, Twitter, and even Facebook to offer them suitable opportunities.
Once you have filtered candidates based on their experience and skills listed on their profile, it’s time to evaluate them deeply. Ask them to create a content strategy for your website, along with a value-adding content piece like a small blog. The topic of the article must fall within the scope of the strategy.
Interview the candidates whose profiles got shortlisted. Keep in mind the parameters covering skills, relevant experience, and personality traits of candidates.
Reach out to selected Content Marketers and communicate about the compensation.
Further, extend your offer letter to all the candidates who have been selected. In the case of passive sourcing, extend to only those who were aligned with you on the compensation and are willing to move forward.
Ensure having a deadline for the joining date and mention the necessary documents required by your recruiting team.
Inbound candidate sourcing doesn’t work effectively anymore. Do you also find challenges in closing quality candidates through job posts even after spending on ads?
Don’t worry, passive candidate sourcing can be an optimal solution for hiring top content marketing candidates.
Nurturebox is a one-stop talent sourcing and engagement platform which is powered by automation. Here’s how you can source product managers from LinkedIn using Nurturebox: