[Hiring] Customer Service Recruiter @Rosabella

Role Description

The CX Recruiter owns Customer Experience recruiting end-to-end, a function that doesn't have a dedicated owner today. CS headcount is scaling as call and support volume grows, and QA, CS rep, and call rep roles need consistent, high-volume sourcing and screening to keep pace, without sacrificing the quality of who gets hired.

We're looking for a generalist, high-volume recruiter, someone strong at fast, high-volume recruiting broadly, rather than someone who needs to already have call-center/BPO-specific or frontline CS experience. You'll source across Latin America, Jamaica, Europe, India, and Pakistan, running the day-to-day sourcing and screening for CX roles, while final candidate decisions and offers stay under the Director of People Operations' oversight in year one.

Key Responsibilities

• Sourcing & Screening: Own day-to-day sourcing and screening for CX reqs, including QA, CS rep, and call rep roles.
• Pipeline Management: Build and maintain consistent pipeline volume across open CX reqs so hiring managers aren't left waiting on unfilled seats.
• Time-to-Fill: Own and improve time-to-fill for CX roles.
• Quality of Hire: Screen for quality, not just speed, given that rep quality and turnover are core problems this role exists to solve.
• Regional Sourcing: Actively source across our target talent geographies: Latin America, Jamaica, Europe, India, and Pakistan.
• Collaboration on Final Decisions: Partner with the Director of People Operations on final candidate decisions and offers.
• Reporting: Track and report on time-to-fill, pipeline volume, quality-of-hire, and 90-day retention rate for people you place.
• ATS Management: Manage CX requisitions and candidate pipelines in Ashby.

Qualifications

• Proven experience as a high-volume generalist recruiter, comfortable running multiple high-volume reqs simultaneously.
• Strong sourcing and screening skills across a range of role types.
• Experience recruiting internationally or across multiple regions.
• Comfortable owning and being measured on time-to-fill, pipeline volume, and quality-of-hire metrics.

Requirements

• Experience recruiting for customer service, call center, or BPO roles specifically.
• Experience recruiting talent in Latin America, the Caribbean, Europe, India, or Pakistan.
• Experience with Ashby or a comparable ATS.

Who This Role Is Not For

• This is not for people who need a narrow specialist niche; this role is intentionally generalist and high-volume.
• This is not for people who need final hiring authority; final candidate decisions and offers stay with the Director of People Operations in year one.
• This is not for people who can't manage several high-volume requisitions at once without pipeline quality slipping.

Work Environment

• Fully remote position.
• Reports to and works closely with the Director of People Operations.
• Close collaboration with CX leadership on hiring needs and role priorities.
• Performance and outcomes are prioritized over hours worked or process.

What We Value

• Output-Focused: We prioritize and reward results.
• Accountability: Team members own their decisions, mistakes, and outcomes.
• Thirst for Knowledge: We learn continuously from data, customers, and each other.

Hiring Process

• Application review.
• Initial interview with recruiter.
• Interview with Director of People Ops.
• Case Study.
• Founder Interview.
• Offer.