CareerPlug Support


CareerPlug’s Support Team is here to help you Make Hiring Easier and provide inquiry/issue resolution based on inbound contact made from partners, clients and prospects.
 
Business Hours and Expectations
CareerPlug’s Support Team responds to inbound cases within standard business hours of Monday through Friday, 7am-5pm CDT, excluding holidays.  Channels of communication include phone and email support.  Site status for our application can be viewed and subscribed to at: https://status.careerplug.com/.

 

Email Cases
You may create an email-based case by using support@careerplug.com or using the contact form on our Online Help Center.  Both options will generate an automated email when a support case has been created regarding your issue or question. Once you receive email confirmation, we strive to provide an initial response within 2-4 business hours.  Unusually high case volume may result in a longer response time.

Based on the nature and complexity of the case, resolution times may vary.  We strive to provide average resolution times of 4-6 hours.  If your case requires a ‘Technical Review’ (which requires coordination with our Product Team), please give us 1-2 business days to correctly diagnose and reproduce your issue. If your case involves a Technical Review, you’ll be notified accordingly. Any issues that require developers to resolve (bugs) are treated as engineering tickets with service level agreements based on severity and prioritized accordingly.

 

Phone Support
Call our direct phone number at 512-579-0164

When you call us during business hours, we strive to answer calls as quickly as possible. If all agents are assisting other customers at that time, you’ll have the option to wait on hold for the next available agent or to receive a callback.  In the event that max wait times are reached, or all agents are unavailable, you will be promoted to leave a voicemail during business hours, returned by callback soon as possible. Outside of business hours, you’ll have the option to leave a voicemail that will be returned on the next standard business day.  Once on the phone with a live agent, you’ll be asked account verification questions to ensure security of your account, prior to receiving assistance.

If you choose to receive a call back:

  • You must be calling from a number with Caller ID that can receive a callback
  • You will retain your place in the support queue
  • We will not know the name of the person who called

Escalating Cases
Occasionally, cases may be escalated for the following reasons:

  • You’ve had a product or service experience that warrants special attention.
  • You have a technical case that’s gone beyond the expected wait time for resolution.
  • You’re unable to take critical actions in the software (system outage, contacting applicants, and posting jobs).

If you would like to escalate your case, you may call and request an escalation or email support@careerplug.com with the subject line:  “Urgent – {topic}” – specifying the case number (located in the email you received when your case was created) available.

Help Us Improve by Providing Feedback
One of CareerPlug’s core values is Speak Up, Step Up. At CareerPlug, we believe feedback is paramount to ensuring we provide you with quality service. 

After every support case is closed, we provide an opportunity to rate your recent interaction with our team, including an option to provide open-text feedback about an experience with our Support Team.  Additionally, any type of feedback can be submitted at any time by emailing feedback@careerplug.com

Steve Fowler

Manager of Partner Growth

Christina Waite

Platform Engineering Manager

Taylor Coleman

Tier 2 Manager

Al Foote

Consultant Manager

Sydney Kidd

Tier 1 Manager

Nicolle Gatlin

Manager of Partner Success

Aiden Kinney

Consultant Manager

Joe Lepis

Engineering Manager

Polly Schandorf

Engineering Manager

5: AUTOMATE

Hiring is hard, but partnering with us makes it easier. From posting jobs to scheduling interviews, CareerPlug allows you to automate certain parts of the process to improve your results and save you time.

LEARN MORE

3: EVALUATE

Once you think you have found the right person, use our reference and background check resources to verify them. Then, send an electronic offer letter from CareerPlug to close the deal!

LEARN MORE

4: HIRE

Use our prescreen questions and assessments to identify the best applicants. Then use our interview questions and scorecards to evaluate for the right things consistently.

LEARN MORE

2: COMMUNICATE

Use our notifications and automations to be the first to respond to qualified applicants. Send texts and emails from directly from CareerPlug to convert applicants to scheduled interviews.

LEARN MORE

1: ATTRACT

Use our templates to create an attractive careers page and job posting. Then promote it through our job board partners, as well as directly with your employees, customers, and social network.

LEARN MORE

Brandy Lee

Business Intelligence Manager

Eric Morales

Manager of Account Executives

Kirsten Penaloza

Director of Client Experience

Zach Garcia

Senior Manager of Operations

Tulay Solak

HR Manager

Tyler Berndsen

Manager of Partnership Account Executives

Ashley Johnson

Senior Manager of Partner Services

Originally from small town in central Texas, Ashley Johnson graduated from Texas State University in 2013 with a degree in Business Administration. She was hired by CareerPlug as a Talent Specialist in 2014, and moved up to ultimately lead the Recruitment Services team. From there, she pivoted to Implementation, and is now the Implementation Manager.

As the Implementation Manager, Ashley and 3 direct reports function as a transition between Sales and Partner Success in helping our clients get set up and established in our software. She spends her free time raising her 2 dogs, playing cornhole, and perfecting the art of charcuterie.

Kate Sensmeier

VP Marketing

Ashley Garia

Director of Product Marketing

Canaan Davis

Director of Engineering

Teresa Hall

Director of UX & Product Design

Brad Pilot

Senior Director of Sales

Leslie Chamberlain

Senior Director of Client Experience

Natalie Morgan

Senior Director of People

Andrew Robinson III

Vice President of Product and Engineering

Chris Igou

VP of Business Development

Chris accidentally started a 20-year career in franchising when he was 18 years old and took a job painting houses for College Pro Painters. That job turned into the ownership of his first franchise (a house painting franchise). While at Monmouth College in IL, he operated his business, played on the varsity football team, and studied to become a teacher.

The taste of entrepreneurship and desire to coach others led Chris deeper into franchising, working with a few franchise brands helping them grow their businesses. He lived in the Chicagoland area his entire life until recently moving his family to Austin, TX.

In his free time Chris coaches youth sports, especially youth football, and spends as much time as he can with his wife and 2 children.

Jenny Leman

President

Native to Texas, Jenny graduated from the University of Texas at Austin in 2004 and joined CareerPlug in 2017. She retired her first career path as a Registered Dietitian after 10 years, and has found her true belonging in business operations.

As CareerPlug’s President, Jenny leads all teams to an aligned effort toward achieving our vision. She works to build healthy and scalable internal systems to equip and empower the CareerPlug teams to bring their best for our clients. She loves contributing new ideas and rethinking the status quo. Jenny really connects with the company’s core values, but especially with our intent to “Keep Growing.”

In her non-work life, Jenny enjoys time with her family, playing drums and performing with the Austin Samba School, and finding excuses to be on the lake.

Clint Smith

Founder & CEO

Clint founded CareerPlug in 2007 with the simple idea that there was a better way to help employers connect with quality applicants. Today Clint works every day to fulfill CareerPlug’s mission: Make Hiring Easier. Leading by example, Clint loves spending his time developing new ideas and teaching others.

After graduating from the University of Florida, Clint worked in investment banking and strategic marketing; both experiences influenced the development of CareerPlug. He also spent a year away from the business world teaching 5th grade in Boulder.

Clint is passionate about helping others succeed and is involved in numerous mentoring programs. He and his wife, Sarah, are also foster parents. Clint enjoys family time, beach volleyball, and outdoor adventures.