Remote Product Support Specialist

Summary

Join Sprout Social as a Product Support Specialist to join the Customer Support team. As a member of Sprout’s Customer Support team, your impact is multifaceted. Not only are you the face of Sprout to customers in need of solutions—you’re also an integral internal resource.

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