Product Support Specialist (APAC hours)

Sprout Social is looking to hire a Product Support Specialist to join the Customer Support team, based remotely in the Philippines. 

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 experts, 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 how we work as a team to ensure every customer is successful using Sprout Social. 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 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:

• 2+ years of customer-facing tech support experience in a fast-paced environment (SaaS industry experience a plus)
• Willing to work an 8.5 hour business day shift, with a specified start and end time and scheduled lunch and breaks
• Available to work APAC shift (6am local time start), with initial 12 week onboarding during NAMER hours

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:

• 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 team processes in order to support positive customer experiences

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

• Identifying opportunities for process improvements in your day-to-day work
• Improving internal documentation in order to streamline processes
• Having a solid understanding of the Sprout brand and our Support service voice
• Exhibiting growing knowledge of our product, processes and tools

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

• Starting to build upon your skills and experience by learning advanced product areas
• Continuing to consistently exceed expectations in productivity and quality measures
• Increasing your independence 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.

Our Benefits Program

We’re proud to regularly be recognized for our team, product, and culture. We invest in our team with a comprehensive benefits program:

• Comprehensive Health Coverage: A 23,299 PHP monthly allowance to cover your health insurance (HMO) needs.
• Premium Mental Health Support: Full access to Modern Health for you and your dependents, including free coaching, therapy sessions, and digital wellness resources.
• Generous Paid Time Off: 24 days of paid leave, 5 sick days, plus regular holidays, special non-working holidays, and company-wide Rest & Recharge days.
• Lifestyle Spending Account (LSA): An annual $500 USD fund to spend on your physical, mental, and financial well-being—from gym memberships to hobbies.
• Work From Home Support: A one-time $550 USD stipend to set up your home office, plus a monthly $50 USD stipend for internet expenses.
• Standard Compensation & Pay: We provide a 13th-month salary and adhere to all government-mandated pay premiums, including Night Shift Differential (NSD) and holiday/overtime pay.
• Charitable Giving: A company match for your donations to eligible charitable organizations.
• High-Quality Equipment: A 13" MacBook and other high-quality equipment to ensure you can do your best work.

Candidates for this remote work opportunity must be based in the Philippines. If you are based in another location within APAC, we aren’t able to hire in your location at this time. 

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