Customer Support Specialist

Sprout Social is looking to hire a Customer Support Specialist to join the Customer Support team.

Why join Sprout’s 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. As product generalists, our team is incredibly skilled and knowledgeable about our entire platform, creating a ton of opportunities for us to partner with teams like Sales & Success, Product and Engineering for training, coaching and feedback. One of the most unique and exciting aspects of our support team is that we don’t have customer assignments or individual workloads—it’s a group workload. We consider ourselves a community and function as such, supporting one another from day one to reach our goals and grow in our career. Speaking of growth, Customer Support is also a great way to enter into tech. We coach folks on a wide array of skills that set them up for success in all parts of our business.

What you’ll do

  • Guide our customers – you will help manage incoming customer requests through a combination of email and chat. You will also handle some screen share requests when more in-depth technical troubleshooting is necessary.
  • 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

What you’ll bring

Sprout Social is looking for candidates who are eager to develop their professional and technical experiences, and are ready to take their skills, experience and customer support career to the next level. Ideally, you are a top performer with excellent people skills, with the desire to dive deep into new technology and have a knack for problem-solving.

The minimum qualifications for this role include:

  • 1+ 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

Preferred qualifications for this role include:

  • Exceptional verbal and written communication skills, including chat support experience
  • Natural problem solver with a high standard for quality and track record of resourcefulness
  • Demonstrates composure, patience and initiative in their learning and development; open and receptive to feedback and coaching as it relates to their development

How you’ll grow

Within 1 month, you’ll plant your roots, including:

  • Completing Sprout Social’s new hire training & onboarding program alongside other new Sprout Social team members
  • Further solidifying your training on Support-specific processes and tools along with how your role fits into our team and the organization
  • Beginning to handle customer interactions via email and guided live chats
  • Understanding department key success metrics and how to contribute towards those goals

Within 3 months, you’ll start hitting your stride by:

  • Effectively triaging incoming inquiries to appropriate internal teams
  • Independently solving customer requests through live chat and email channels
  • Contributing to team goals by focusing on CSAT ratings, QC reviews, response and resolution times
  • Building a strong understanding of inter-departmental communications in order to properly route tickets and follow up on escalated issues

Within 6 months, you’ll you’ll be making a clear impact through:

  • Identify opportunities for process improvements in your day-to-day work
  • Improve internal documentation in order to streamline processes
  • Have a solid understanding of the Sprout brand and our Support service voice
  • Exhibit growing knowledge of our product, processes and tools
  • Serve as a liaison to various teams, providing key updates as needed for customer requests
  • Be a resource internally and externally, serving as a resident process expert

Within 12 months, you’ll make this role your own by:

  • Starting to build upon your skills and experience to become a Product Support Specialist
  • Continuing to consistently exceed expectations in productivity and quality measures
  • Increasing your product knowledge and troubleshooting capabilities
  • Beginning to build areas of professional expertise

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

About Sprout Social
Sprout Social powers open communication between individuals, brands and communities through elegant, sophisticated software. We are relentless about solving hard problems for our customers and committed to both customer and team success. Our team’s shared belief in Sprout’s mission promotes a culture of openness, empowerment and fun. We’re proud to regularly be recognized for our team, product and culture. 

Our benefits program includes:

  • 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 and  employee-led diversity, equity and inclusion initiatives.
  • Growing corporate social responsibility program that is driven by the involvement and passion of our team members
  • Beautiful, convenient and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter.

The base pay range for this role is $45,000.00 to $50,000.00 USD annually. Individual base pay is based on various factors, including relevant experience and skills, the responsibility of the role, and job duties/requirements. In addition to base pay, some Sales and Success roles can earn sales incentives. 

Sprout’s compensation ranges are intentionally broad to allow for our team members’ growth within their role. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

Base pay is only one element of an employee’s total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan. Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit).  Employees are able to enroll in Sprout’s company’s 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution. Sprout offers “Flexible Paid Time Off” and ten paid holidays.