Customer Support Specialist at Sprout Social (Remote)

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We are looking for an all-star Customer Support Specialist to join our Support Team and work US business hours. Our highly motivated and driven Support Team acts as Sprout's resident experts to help our 30,000+ customers answer the toughest of questions and solve problems on the Sprout Social platform every day. Over the past 10 years, our Support Team has built one of the most impressive customer service reputations in the industry by providing service that aims to surprise and delight our customers through a solutions-oriented team. We are looking for your drive and creative problem-solving skills to contribute to and enhance our level of service and commitment to our customers.
Success in this role is a combination of meeting productivity and quality metrics in a fast-paced support environment along with demonstrating a growth mindset, collaborative effort and positive attitude. Once you become comfortable with the role and responsibilities of a Customer Support Specialist then you will start to build upon your skills and experience to become a Product Support Specialist, who are true product experts and independent problem solvers on our team.
We are 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. If you are a top performer with excellent people skills, the desire to dive deep into new technology and have a knack for problem-solving, please apply!
Qualifications
These are the minimum qualifications that our hiring team is looking for in this role:
  • Willing to work an 8.5 hour US business day shift, ranging somewhere between an 8am start and an 8pm Central Time finish
  • 1+ years of customer-facing support experience in a fast-paced environment (SaaS Industry experience a plus)

Additionally, these are the preferred qualifications that would indicate a particularly strong candidate:
  • 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

Within 1 month, you will...
  • Complete Sprout Social's new hire training & onboarding program alongside other new Sprout Social team members
  • Further solidify your training on Support-specific processes and tools along with how your role fits into our team and the organization
  • Begin to handle customer interactions via email and guided live chats
  • Understand department key success metrics and how to contribute towards those goals

Within 3 months, you will...
  • Effectively triage incoming inquiries to appropriate internal teams
  • Independently solve customer requests through live chat and email channels
  • Contribute to team goals by focusing on CSAT ratings, QC reviews, response and resolution times
  • Build a strong understanding of inter-departmental communications in order to properly route tickets and follow up on escalated issues

Within 6 months, you will...
  • 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 will...
  • Start to build upon your skills and experience to become a Product Support Specialist
  • Continue to consistently exceed expectations in productivity and quality measures
  • Increase your product knowledge and troubleshooting capabilities
  • Begin building 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 [email protected] 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.
#LI-Remote
Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate based on identity - race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Learn more about our commitment to diversity, equity and inclusion in our 2021 DEI Report .
If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster (2) Sprout Social's Affirmative Action Statement (3) Pay Transparency Statement .
When you apply for employment with Sprout Social, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references as necessary to consider your job application for open positions. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.
Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law.
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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
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    • SwiftLanguages
    • D3JSLibraries
    • ReactLibraries
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    • SalesforceCRM

An Insider's view of Sprout Social

What’s the vibe like in the office?

We are invited to bring our authentic selves to work. The result is a culture without pretense.

Aja Saunders

Receptionist Systems Specialist

What's the biggest problem your team is solving?

The Growth Activation squad is focused on the challenge of retaining trial users and converting them into subscribers. We find solutions by A/B testing our features, using data science for quantitative analysis, using user interviews for qualitative analysis and working with other teams at Sprout on Growth strategies.

Andrew Kos

Senior Software Engineer

How has your career grown since starting at the company?

When I first joined Sprout, I could count the entire Sales team on one hand. Since then, my career has taken a variety of paths, from training and enablement to assisting our Sales team from a strategic perspective as a Solutions Engineer. Thanks to a workplace environment that fosters growth, I’ve been able to advance my career at Sprout.

Jordan Balkin

Solutions Engineer, Sales & Success

How do you empower your team to be more creative?

Instead of turning down ideas that seem unattainable, we encourage our teams to think through how we can solve challenges in unique ways. By testing and experimenting, we create an environment that fosters innovation and promotes creative thinking.

Jamie Gilpin

CMO

What's something quirky about your company?

At the conclusion of our company wide Kickoff party, tubs of McDonalds cheeseburgers mysteriously appear and rain down on us like a blizzard in the Chicago winter. But a good blizzard.

Molly Jones

Senior Employee Experience Manager

What are Sprout Social Perks + Benefits

Sprout Social Benefits Overview

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 [email protected] program, employee-led diversity, equity and inclusion initiatives and mentorship programs for aspiring leaders
- 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

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

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