Remote Product Support Specialist

Summary

Join Sprout Social as a Product Support Specialist to join the Customer Support team. As a member of this team, you will be the face of Sprout to customers in need of solutions and an integral internal resource. You will guide customers through email and chat, own your output, and become a product expert.

Requirements

• 2+ years of customer-facing support experience in a fast-paced environment (SaaS industry experience a plus)
• Willing to work an 8.5 hour US business day shift, ranging sometime between an 8am start and 6pm Central Time finish

Responsibilities

• Guide our customers - you will help manage incoming customer requests through a combination of email and chat
• Own your output - you will consistently meet both the quantitative and qualitative expectations of the role, including Customer Satisfaction ratings, Quality Control reviews, response and resolution times
• Become a product expert - you will receive an in-depth onboarding in order to understand the ins and outs of Sprout Social and how to best support our customers

Benefits

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program, employee-led diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders