Key Takeaways

  • 75% of U.S. employers use automated applicant tracking systems to screen resumes before a human reviews them (Harvard Business School & Accenture, 2021)
  • The most common ATS failures are missing keywords, incompatible formatting, and incorrect file types
  • ResumeGeni scores your resume across 8 parsing layers — modeled on the same steps enterprise ATS platforms like Workday, Greenhouse, and Taleo use to evaluate candidates

How ATS Resume Scoring Works

Applicant tracking systems parse your resume into structured data — extracting your name, contact info, work history, skills, and education — then score how well that data matches the job requirements. Many ATS rejections happen because the parser couldn't extract critical fields, not because the candidate wasn't qualified.

LayerWhat It ChecksWhy It Matters
Document extractionFile format, encoding, readabilityCorrupted or image-only PDFs fail immediately
Layout analysisTables, columns, headers, footersMulti-column layouts break field extraction
Section detectionExperience, education, skills headingsNon-standard headings cause sections to be missed
Field mappingName, email, phone, dates, titlesMissing contact info is a common cause of immediate rejection
Keyword matchingJob-specific terms, skills, certificationsKeyword overlap affects recruiter search visibility and ATS scoring
Chronology checkDate ordering, gap detectionReverse-chronological order is expected by most ATS
QuantificationMetrics, numbers, measurable outcomesQuantified achievements help human reviewers and some scoring models
Confidence scoringOverall parse quality and completenessLow-confidence parses get deprioritized in results

Frequently Asked Questions

Is ResumeGeni free?
Yes. ResumeGeni is currently in beta — ATS analysis, scoring, and initial improvement suggestions are free with no signup required. Full guidance and saved reports may require a free account.
What file formats are supported?
PDF, DOCX, DOC, TXT, RTF, ODT, and Apple Pages. PDF and DOCX are recommended for best ATS compatibility.
How is the ATS score calculated?
Your resume is processed through an 8-layer parsing pipeline that extracts structured data the same way enterprise ATS platforms do. The score reflects how completely and accurately your resume can be parsed, plus how well your content matches common ATS ranking criteria.
Can ATS read PDF resumes?
Yes, but not all PDFs are equal. Text-based PDFs parse well. Image-only PDFs (scanned documents) and PDFs with complex tables or multi-column layouts often fail ATS parsing. Our analyzer will flag these issues.
How do I improve my ATS score?
Focus on three areas: use a clean single-column format, include keywords from the job description naturally in your experience bullets, and ensure all sections (contact, experience, education, skills) use standard headings.

ATS Guides & Resources

Built by engineers with 12 years of experience building enterprise hiring technology at ZipRecruiter. Last updated .

Support Operations Manager

Passes · Los Angeles, CA

About Passes

Passes is a rapidly growing tech platform designed to help creators pursue their entrepreneurial dreams and connect deeply with their communities. Founded by visionary tech leader Lucy Guo in 2022, Passes is scaling fast—powered by innovation, world-class talent, and a mission to empower creators at every stage.

As we continue expanding our footprint in the creator economy, we are building out a best-in-class events ecosystem centered around The Lilian, our headquarters and multi-purpose creative space for community events, productions, and partner activations.

Position Overview

We’re looking for a proactive, data-minded, and empathetic Support Operations Manager to lead day-to-day operations within the Support & Safety (S&S) organization. This role is responsible for managing internal and outsourced (BPO) support teams, driving operational excellence across systems and workflows, and ensuring creators and fans receive a world-class support experience.

The ideal candidate is both strategic and hands-on - someone who can manage people and vendors, optimize Zendesk infrastructure, handle sensitive customer escalations, and identify ways to continuously improve service delivery and efficiency.

Key Responsibilities

Team & Vendor Leadership

  • Manage and coach a growing team of Support Associates; set goals, clear blockers, and ensure ongoing performance feedback and development.
  • Oversee external BPO partners (Tier 1), including weekly SLA reviews, escalation management, headcount planning, and performance alignment.
  • Serve as the primary liaison for key support vendors, including BPO Tier 1 support, chatbot, ticketing platform (Zendesk), DMCA takedown partner, etc.

Operational Excellence

  • Own SLAs and core KPIs such as CSAT, NPS, first-response time, and resolution time.
  • Build and optimize workflows, SOPs, and escalation processes for support and trust & safety operations.
  • Maintain and enhance Zendesk infrastructure — users, automations, triggers, macros, and overall system hygiene.
  • Lead continuous improvement initiatives by analyzing ticket trends, VOC data, and root cause insights to improve efficiency and customer satisfaction.
  • Collaborate cross-functionally with Product, Engineering, and Creator Success teams to resolve complex issues and influence roadmap priorities.

Reporting & Analysis

  • Generate regular reports and insights on support metrics and performance trends for leadership and company all-hands.
  • Identify key operational blockers and propose data-driven solutions to improve support and safety operations.
  • Own the Support department budget and forecast future costs based on growth projections and tooling needs.

Customer Experience & Advocacy

  • Act as the “voice of the customer” for creators and fans, advocating for policy or product improvements based on feedback and recurring issues.
  • Handle sensitive or VIP customer escalations directly, demonstrating strong empathy, professionalism, and discretion.
  • Support ongoing moderation, policy enforcement, and trust & safety workflows with consistency and fairness.

Qualifications

Required

  • 4+ years of experience in support operations, customer experience, or trust & safety within a fast-paced environment (preferably startup or creator economy).
  • Strong leadership experience — managing teams and external partners.
  • Advanced knowledge of Zendesk administration and optimization.
  • Proven success managing BPO vendors and service-level metrics.
  • Analytical mindset with comfort using data to identify trends and inform decisions.
  • Excellent written and verbal communication skills, with the ability to navigate sensitive or high-pressure situations.

Preferred

  • Experience in the creator economy or social media platforms.
  • Working knowledge of SQL, Looker, or similar analytics tools.
  • Experience owning departmental budgets and vendor negotiations.

What You’ll Get

  • Competitive salary and equity (up to $130,000 annually DOE)
  • Comprehensive health, dental, and vision coverage
  • 401(k) plan with company match
  • Unlimited PTO
  • Professional development support
  • 4x/week in our Hollywood office, with an in-house chef (breakfast, lunch, & dinner!)

Equal Opportunity Statement

Passes is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.