Note:
Talent Solutions have stopped sourcing for lawyers and paralegals.
Marketplace Talent offers support to established clients who have had a negative experience during and/or after a contract.
The goal of this program is to match these clients with a freelancer that will be able to successfully get their project back on track. The service typically includes:
- A one-on-one session to discuss project requirements and create a descriptive job posting
- Searching for and inviting highly-qualified freelancers
- Presenting a shortlist of the 3-5 top freelancers who have applied
- Sharing best practices for interviewing, hiring and managing the freelancers
It is up to the client to interview and hire the best candidate for the job.
How clients can work with this team
- Clients will be emailed with an invitation to this service (if eligible), OR
- If a client needs talent sourcing assistance, we can help them make an appointment
Make an appointment with Talent Solutions
Ensure the client has a verified billing method- If the client doesn’t have a verified billing method, provide the steps or remind them to add one
- Having a verified billing method is crucial as it’ll help to attract the best freelancers and allow them to start work immediately. Freelancers are advised to not start working until a billing method is verified as Upwork cannot release payments to them until it’s verified. A talent specialist can’t proceed with the job posting unless it’s verified.
Note: There is no need to complete the internal form if the booking link has been shared or completed.
- A link can typically be given to a client to book on their end, but at this time, the external link is TBD. Please see bullet below to access INTERNAL ONLY form to book on their behalf.
- Alternatively, agent can complete the internal web request form and the CL will receive an introduction email from the team within 24 business hours: http://upwork.force.com/forms/recruiting_services (form is not to be shared outside of Upwork)
For questions about this team, please reach out to a TL. If needed, they may reach out or request agent to reach out to Charlene Hopkins.
- Slack: Charlene Hopkins
- Team Slack: #ask-marketplace-talent-channel
Featured Jobs - Attract Top Talent - customer-facing help article
Please utilize the Hiring Talent > Featured Job Posts ZD category for any interactions.
The featured job post is $29.99 and offers clients a special badge on their job post to attract more freelancers. Please read the attached help article for more details.
Important Information:
- Prior to April 3, 2023 - the featured job post also offered talent sourcing by Upwork
- April 3, 2023 and onward - talent sourcing is no longer offered with the featured job post
CS Handling -
Client needs additional candidates invited/shortlisted -
Important - Confirm to make sure that the job they are inquiring about is still active. There are cases where CLs need to hire multiple FLs on the same job post, but may accidentally close the job after hiring the first FL and would request assistance. Recommending creating a new job post if they’re looking for more candidates.
Ask CL to review previously invited/shortlisted candidates and let us know what other criteria they are looking for in a candidate that is not included in their job post.
- If they have additional criteria not previously included in the job post, please instruct CL to update their job posting first to be specific on what they’re looking for from a candidate
- Walk them through search to show them how they can search for candidates based on what they’re looking for / how to invite to their job posting
In addition to any help you provide above, please also let the client know (edit, as needed): As of April 3, we’re no longer offering talent sourcing with featured job post purchases. As you purchased your job post prior to this change, we are happy to continue supporting your sourcing needs for this job, but I wanted to inform you for any future purchases so you know in advance.
Client purchased a featured job post after April 3, 2023, wondering why they haven’t received any talent sourcing assistance -
Please share with the client (edit, as needed): As of April 3, we’re no longer offering talent sourcing with featured job post purchases. Although we’re no longer offering this service, we’re happy to review your job post for any recommendations that can help attract more freelancers.
Review the CLs job post for any possible recommendations i.e. possibly outlining their specific needs more thoroughly, checking out other CL job posts to see what they’re sharing, having a clear job title, etc.
Client does not need / want talent sourcing help - Please share with the CL that they can ignore the message in their Messages and archive the room that opened up in their Messages.
Client looking for help as to what category / sub-category they should post their job in - Here is a link to available job categories and freelancer skills. It's important to be inquisitive and understand what the CL’s needs are. Not every CL is seasoned or experienced in what they are looking for, so some may contact us for guidance. As Upwork representatives, there is an expectation that we are the experts. Often asking simple questions (e.g. "what are you looking for?" or "what's important to you in a freelancer?") will give you direction on where you can lead a client in their search.
Client looking to post for a job that is not supported in Upwork today - This is an opportunity to highlight what Upwork CAN help with. Take this time to ask the CL about their business and primary struggles. If they are new to freelancing, they may consider Catalog for quick projects or even consulting.
Client is unhappy with the talent shortlisted for them and/or has questions why certain FLs were shortlisted - Explain the criteria that sourcers previously used to shortlist, i.e skills, pay range, availability, etc. Try to understand what the CL did not like about the candidates and see if there are changes they should make to their job posting that can help to attract the right candidates going forward.
If we need support specifically on talent sourcing questions for featured job posts that are not answered here, where should we go? Please see your TL / SA for support. Leads, please see leadership channel if more assistance is needed.
We have a full-service treatment for select marketplace clients as they register on and begin to use Upwork. As part of the treatment, eligible clients:
- Can chat live with an Upwork agent to ask any questions, get support in creating a job post, and receive a hand-picked list of freelancers for their job post
- Can chat with an agent through the Upwork website on all pages used from registration through their first hire (Jobs home, job post form, Proposal Manager, etc.)
Who’s eligible?
Eligibility will be automatically determined by Upwork using the client’s registration details and other supporting information. Generally speaking, clients who we presume are part of small to mid-size companies (10-500 employees) and have a Manager-level title (or higher) will receive this full-service treatment.
Services Provided
The full-service treatment aims to support clients from registration through their first hire. Eligible clients can chat with an Upwork agent when logged into their Upwork account. Agents are available to:
- Answer any questions the client has
- Draft the client’s job post for the client to review (or guide the client as they post on their own)
- Hand-pick top freelancers for the client’s job (sent to client via email within 24 hours after the job is posted)
Agents are available Monday - Friday from 6am - 5pm PST. If contacted during offline hours, clients will be notified that their agent is offline and will respond as soon as they return
Duration of Services
This full-service treatment is available to eligible clients until they complete their first hire. If the client leaves the Upwork site and returns at a later time, they will continue to have access to the live chat and other services as they are logged in to Upwork.
Client Experience
Landing page immediately after registration (for clients eligible for this treatment):
Live chat option in bottom right corner of every page on Upwork (client can click on ‘We’re online’ in the bottom right corner to access chat):
8/2/18: Currently paused, but will be active again within a few weeks
Typically, clients are only asked for:
- The reason the contract was ended
- How likely they are to recommend the freelancer to a friend or colleague
- The freelancer’s English proficiency
User Experience:
Regular Feedback Form (No extra question)
Treatment 1
Treatment 2
Treatment 3
Treatment 4
Treatment 5
Treatment 6 (Control)
Frequently Asked Questions
Why am I seeing an extra question on my feedback form?
We’re constantly exploring ways we can improve Upwork’s feedback system. By testing different end-of-contract feedback questions for clients, we hope to determine whether or not we’re asking the best questions we can – in order to collect honest feedback about project outcomes. Thank you for participating in our test!
Will this test affect Job Success Scores?
This test will not affect freelancer Job Success Scores. Client answers to the supplemental question (collected during this experiment) will also not be used for Job Success Score calculations in the future. This experiment is for collecting data only.
There is a “Give Feedback” widget for qualifying contracts showcased on the My Jobs page as well as the All Contracts page. This feedback does not impact JSS or anything public. The freelancer also does not receive any insight into what the client clicks. Pending what the client chooses, it’ll encourage a raise or it’ll encourage them to communicate with their freelancer.
Clients will see this widget if the contract meets these requirements:
- It’s an hourly contract
- The contract started at least 1 week ago if the contract length is less than 30 days based on the “End Date” of the contract OR the contract started at least 2 weeks ago if the contract is longer than 30 days or doesn’t have an “End Date” specified