Automate Your Job Matching and Interview Scheduling with Massive

How to Contact Us When You Need a Hand

Look, sometimes AI can’t answer every question, and that’s totally normal. Whether you’re a job seeker puzzled about the matches you’re getting or a recruiter trying to set up automated interviews, knowing how to contact us at Massive makes all the difference. We’ve set things up so you can reach out in a way that suits your issue and timing.

Our support covers USA time zones and offers a mix of automated help and real people ready to jump in. From our experience, combining AI with human support speeds up problem-solving and keeps things moving smoothly.

When Should You Contact Us Directly Versus Using Self-Service?

Honestly, we want you to get back to work fast, so it’s worth trying some self-service options first. Things like password resets, report downloads, or adjusting your job preferences can usually be done without waiting for a reply. Our AI matching troubleshooter is pretty sharp at diagnosing matching problems, too.

But here’s what users tell us: if your problem involves data security, suspected bugs in interview scheduling, or integration glitches, it’s better to reach out straight away. Those situations need human eyes to fix properly.

Technical Issues That Need a Support Ticket

• AI matching errors that don’t resolve after troubleshooting
• Bugs with interview scheduling automation or calendar syncing
• Third-party integration failures with ATS or payroll systems

What to Have Ready Before You Contact Us

One thing I’ve noticed: a little prep goes a long way. If you have these details handy, our team can help you much faster without going back and forth:

1. Your account info (email, company name if relevant)
2. Exact error messages or screenshots
3. A brief on what you were doing when the issue appeared
4. Your browser and device info
5. Any recent changes to your account or connected systems

For job matching questions, specific filters or location settings help us pinpoint problems. Employers should include job post details and candidate criteria. The clearer you are, the quicker we can act.

Account-Related Details Matter

Instead of saying “matches aren’t right,” try “the AI showed me remote jobs but I set my location to Chicago only.” That kind of info makes a huge difference.

How Our Email Support Works and What to Expect

Email is the go-to for complex questions because you can attach files and explain things fully. When you send us an email, we immediately create a ticket and assign it to the right team based on what you wrote.

Most of our email replies come within 4-6 hours during weekdays, but if you mark your message as “URGENT,” we bump it up for faster attention—usually under an hour.

Live Chat: Fast Help When You Need It

Our live chat runs during business hours and mixes AI chatbot help with real agents ready to jump in. The chatbot can handle password resets and account tweaks instantly. But if your issue is complex, a human agent will take over quickly.

From what we see, chat works best for quick fixes and simple questions. For anything needing screenshots or detailed investigation, email might be easier.

Maximizing Live Chat Support

Try to have your account info and error details ready when you start chatting. That way, the agent can start troubleshooting right away or escalate if needed. Our chat agents often fix things in minutes, which saves everyone time.

Phone Support: When Real-Time Troubleshooting Matters

Phone support is available during extended business hours for urgent technical issues and enterprise clients. You can find the phone number inside your account dashboard once you’re logged in. We do this to keep calls secure and focused on actual users.

It’s perfect if you’re dealing with interview scheduling glitches or integration problems that need step-by-step guidance. Our agents can even do screen sharing with your permission.

What Happens on a Support Call

Expect about 10-15 minutes on average, though tricky tech issues might take longer. If we can’t resolve things immediately, we’ll open a follow-up ticket and keep you updated by email.

How We Support the USA Job Market Specifically

Because we focus on the USA, our team knows the nuances of American hiring laws, payroll systems, and time zones. That local expertise helps us customize AI matching and interview scheduling so they work smoothly with platforms like LinkedIn, Indeed, and major ATS tools.

• Compliance with state employment regulations
• Scheduling across all US time zones
• Integrations with popular US HR and payroll systems
• Data privacy aligned with American standards

Time Zone Support Coverage

We cover all US time zones and extend support during peak times like Monday mornings and Thursday afternoons. So even if you’re on the West Coast and reach out early, you’ll likely connect with someone starting their day on the East Coast who can help right away.

Meet Our Specialized Support Teams

Different problems need different experts. Our teams are set up so you get the right help fast without getting bounced around.

Technical Support Team

They handle integration issues, API glitches, and platform bugs. They dig into system logs and coordinate fixes with developers when needed.

Account Management Team

Billing, subscription changes, permissions, and configuring enterprise features fall under this group. They help employers set up smooth interview scheduling workflows.

AI and Matching Specialists

This team knows our algorithms inside and out. If your matches seem off or candidates aren’t showing up right, they’re the ones to adjust parameters and explain how to get better results.

Enterprise Support: More Than Just the Basics

If your company has 100+ employees, you get perks like dedicated account managers, priority queues, and hands-on help with big integrations. Our implementation specialists assist with custom workflows and large rollouts, especially when replacing older recruitment systems.

Service Level Agreements That Matter

Enterprise clients have guaranteed response times—usually under an hour for urgent issues—and clear escalation paths to make sure nothing falls through the cracks.

How Your Feedback Helps Shape Massive

We want to know what slows you down or makes your workflow clunky. Feedback isn’t just heard; it often turns into new features or improvements that benefit everyone. So if something feels off or missing, don’t hesitate to contact us and share your thoughts.

Our product team regularly reviews support tickets to spot trends and identify ways to make the platform easier and smarter for all users.

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