q3

Staffing

q3

CS Perspective

Kat Junqueira | Kjunqueira@indeed.com10/14/25

Main FOcus q3

1. Effort & quality Scores
2. Performance COnversations
3. Indeed Apply / Dispositon SIgnals (sr)
4. Automations / AI USe

Effort & Quality Scores

Tracks SLA, overall submission volume and quality for the quarter

Tracks CSTAT score from clients and manager's scores on client calls

Lead Signals

- Updates every day - Up to 10 leads active at a time Focus Identify opportunity and action within 24 -48 hours - 1st Outreach - 2nd Outreach / Outcome

Leads are prioritized based on the estimated impact that the client taking that action would have on hires and revenue. For early stages, Leads are prioritized based on employer spend or propensity to spend, but in the future, and as the AI model learns more, the system will prioritize Leads based on the specific company desired outcomes.

Lead Signals Types

Account & Campaign Health Signals

Account Health & Budget Alignment

• Account Health Check – Review stoplight report, budgets, and sourcing to find growth gaps.

• Monthly Budget Below Campaign Budget – Campaigns risk pausing early; backend limit too low.

• Insufficient Backend Budget – Hitting backend cap prevents spend continuation.

• Expected Miss – Forecasted underspend; act early to align pacing.

• Remaining IO Budget Not Spending – Unused IO funds despite active jobs; promote SJ adoption.

Campaign Performance

• Active Campaigns w/o Jobs – Budgeted campaigns missing active jobs.

• Active SJ w/o Spend – Sponsored jobs inactive for 4+ days.

• Sponsored Jobs Not Spending – Eligible campaigns not delivering spend.

• Overpacing / Underpacing – Spending >200% or <50% of target rate.

• Large Underperforming Campaigns – Too many jobs (>100); segment to improve outcomes.

• Low-Performing Sponsored Jobs – <3 applies in 10 days; review job titles and setup.

Lead Signals Types

Lead Example

Visibility, Branding & Smart Sourcing

Job Quality & Visibility

• Drive Quality Jobs Adoption – Missing salary or precise location data.

• Nowhere Jobs – Poor visibility due to low quality or policy violations.

Branding & Featured Employer

• FE / Premium – Missing Assets – Missing logo or banner delays benefits.

• FE / Premium – No Claimed Page – Unclaimed Company Page blocks branding.

• FE – Pacing – Not on track for 85% monthly spend; risk losing FE status..

Smart Sourcing & Integrations

• Smart Sourcing – Low Utilization – Underused contacts; higher churn risk.

• Smart Sourcing – Onboarding – New clients need activation guidance.

• Premium – Unused Matched Contacts – Premium clients not sending invites post-activation.

• Indeed Apply ATS Integration – Integration available but unused (lead retired).

What helps [CASES & EMAIL]

General - Summarizing forwarded threads via email or huddle - Submitting a case if an action is tied to it (Refunds / ops cases etc.) - Providing as much information as possible (WWWWW)

Things to note [CASES & Solution SLA's]

Objection Handling Process

Identify the goal ( Why solution times vary)

Collecting information / Adding / Removing noise / Then playing Inspector Gadget Where this stalls: - Incomplete info - Misunderstanding - limited capability - wrong case - the list goes on .. for like miles

What helps

Rabbit Hole (sales)- Benchmarking

Rabbit Hole (CS)

Performance Convos

Effort & Quality Scores

• Asking for specific Data "Can you pull their converion MOM for x location" (If this is not a strong point, I have office hours and am happy to help - Slack: Kjunqueira )
• Adding details in the meeting invite / or notes in advertiser ( Agent to help here )
• Sharing Disposition Data / SOURCE REPORTS ( this is a focus for us as well and we can use this for historical insight)
• "Give me a sec" ( Two books / 24 hour SLA Excluding high priority, alotting time for perf. calls)

• Early engagement (CCing me on a thread, inviting me to meetings outside of call blocks)
• Quick syncs/chats ("This meeting im going for ESJ or branding)
• Keeping me in the loop (using slack, canvas, 1/1, emails, or cases to keep things top of mind)
• Summarizing any forwards or creating a case for actionables (This is a pain but helps save time - Try this)

What helps

Indeed Apply / Disposition

Automations

• Finding ways to facilitate the partnership with automations (i.e. Case agent / LLM descriptions
• CS has access to "Hoppy IA" not the best but can handle basic asks
• Using google scripts / sharing with rep / ae
• Spark Agent
• Using other LLM's to identify opportunities

• Keeping us in the loop for any updates regarding IA / Diposition - Big push right now to adopt IA, CS is asked to identify, speak to, and collect feedback on clients who are not utilizing this.
• Part of Indeed connect (not yet for staffing)
• Understanding nuanced setups - writing it in adv. notes / helps with lead signals (sportsclips example)

THANK YOU

Supporting Links / Resources

- Rabbit Hole Benchmarking Example: https://rabbit-hole.sandbox.indeed.net/benchmarks/68eead3d5c2a1bed985b20b4

- Rabbit Hole CS (send this link for an example on steps): https://docs.google.com/presentation/d/1R7LiHE7VvRoDF88gtjPFYEx0XQobo_cG7zZum2azPqY/edit?usp=sharing

Glean Agents - Client email case/summary agent: https://app.glean.com/chat/agents/42ea9c39f0514a72a7f974cae0685bb3 - Gong call transcrip agent: https://app.glean.com/chat/agents/8ff124b26f3549648c6ddf461e0a685b