Senior Product Support Specialist, SOCi
CA$60-82k
Plus bonuses
3 days a week in office
Marketing platform for multi-location brands
Open for applications
Marketing platform for multi-location brands
501-1000 employees
Open for applications
CA$60-82k
Plus bonuses
3 days a week in office
501-1000 employees
Company mission
To redefine our relationship with software from a tool that we use to a partner that does the work for us, giving us more time to do what we love.
Role
Who you are
- 5+ years of experience in product support, technical support, or a related role within a SaaS or technology company
- Strong technical troubleshooting skills, with the ability to diagnose and resolve complex product issues
- Excellent communication and interpersonal skills, with the ability to effectively convey technical information to both technical and non-technical audiences
- Proven track record of delivering high-quality customer support and achieving client satisfaction
- Experience with support ticketing systems and customer relationship management (CRM) tools
- Ability to work collaboratively in a fast-paced, dynamic environment, managing multiple priorities and deadlines
- Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing potential issues
- Passion for continuous learning and professional development, with a commitment to staying current with industry trends and best practices
- Bachelor’s degree in Information Technology, Computer Science, Business, or a related field; or equivalent work experience
What the job involves
- Provide advanced product support to clients, troubleshooting and resolving complex issues related to SOCi’s platform and services
- Serve as the primary point of contact for escalated support cases, ensuring timely and effective resolution
- Collaborate with product management, engineering, and other internal teams to diagnose and resolve product issues, providing detailed feedback and insights to drive product improvements
- Develop and maintain comprehensive knowledge of SOCi’s products and services, staying current with new features, updates, and industry trends
- Create and maintain detailed documentation of support cases, resolutions, and best practices to facilitate knowledge sharing and continuous improvement
- Conduct regular training sessions and workshops for clients, providing guidance on best practices and optimal use of SOCi’s platform
- Mentor and provide guidance to junior support specialists, fostering a culture of continuous learning and professional development within the support team
- Monitor and analyze support metrics to identify trends and areas for improvement, implementing strategies to enhance the overall client support experience
- Participate in client success initiatives, contributing to the development and implementation of strategies to drive client engagement, satisfaction, and retention
- Hybrid Opportunity: This role is fully remote until our Vancouver, BC office is established. Once the office is in place, it will transition to a hybrid model, with a 50/50 split between remote and in-office work
Application process
- This position will remain open with applications due by August 17, 2025. This position is being hired on an urgent basis. The application window may close before August 17, 2025 if SOCi receives a sufficient number of applications to select a candidate prior to that date
Our take
SOCi is a localized marketing platform built specifically for multi-location marketers to optimize their localized strategies. In the digital age of advertising, SOCi enables marketing teams to share content so that each location stays true to the "national corporate personality" both in-person and, importantly, online.
The leader in the market, SOCi is leveraged by hundreds of national and global enterprises to manage campaigns for over 3 million business locations. It has a comprehensive product suite encompassing ads and social management, search visibility and review responses, and a powerful listening tool to gauge consumer sentiment towards both client brands and their competitors.
SOCi aims to redefine marketing software with its innovative approach, having significant funding to its name. This funding will help it develop a groundbreaking range of AI-powered marketing products, while also supporting strategic mergers and acquisitions, boosting customer success efforts, and driving international expansion.
Freddie
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2023
$60m
LATE VC
Jan 2021
$80m
SERIES D
Total funding: $189.8m
Company benefits
- Health insurance plans, dental, and vision
- Wellness incentives
- 401(k) plan with employer match
- Flexible paid time off
- Quarterly wellness days
- Paid holidays
- Unique employee engagement programs
Company HQ
East Village, San Diego, CA
Leadership
Afif Khoury
(Founder & CEO)Previously founded and served as Managing Member for both Axon Ventures and Scatter Ventures. Experience as Director for Famgro Farms, as Senior Associate for Gunderson Dettmer, and as an Associate for Wilson Sonsini Goodrich & Rosati.
Alo Sarv
(CTO)Previously co-founded Fangate Media, Rippol, and Hydranode Project. Experience as Lead Programmer for Consensus Media, and as Senior Engineer for VodkaCran and Vusion. Owns SOCi Tech.
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