Product Support Specialist, Sprout Social
EMEA
More information about location
All-in-one social media management platform
Be an early applicant
All-in-one social media management platform
1001+ employees
Be an early applicant
More information about location
1001+ employees
Company mission
To help organizations of all sizes become better marketers and create the world’s most beloved brands.
Role
Who you are
- 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
- We're looking for a top performer with excellent people skills who's eager to explore new technologies and possesses a strong aptitude for critical thinking and innovative problem-solving
- 2+ years of customer-facing support experience in a fast-paced environment
- SaaS industry technical support experience
- Willing to work an 8.5 hour business day shift, including lunch and breaks
- Professional proficiency in English (both written and verbal)
- Experience with Ticketing Systems such as Zendesk, Freshdesk, or Jira/Confluence
Desirable
- Prior experience in social media or influencer marketing strategy
- Experience supporting a SaaS platform with complex integrations, demonstrating familiarity with API troubleshooting, CRM connectivity (e.g., Salesforce), Single Sign-On (SSO) configurations, and the native business tools of major social networks like Meta Business Suite
- Natural problem solver with a high standard for quality and a track record of resourcefulness, demonstrating the ability to think critically and resolve complex customer inquiries effectively
- Demonstrates composure, patience and initiative in their learning and development; open and receptive to feedback and coaching as it relates to their growth
What the job involves
- Sprout Social is looking to hire a Product Support Specialist to join the Customer Support team, based in Ireland
- 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 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
- Guide our customers - you will help manage incoming customer requests through a combination of email and chat. You'll be responsible for proactively offering and handling 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
- Within 1 month, you’ll plant your roots, including:
- Beginning 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:
- 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 take
Engagement tools for social media are proving increasingly vital with the rise of social commerce, and brands need to keep a careful eye on customer satisfaction and interaction if the company is to net a profit from this market. Sprout Social is a social media management platform for brands and agencies of all sizes, allowing users to post, manage engagement, and access analytics on a single hub.
With plenty of big-name customers, including Unicef, Chipotle, and Subaru, Sprout Social has developed a trusted and effective brand of its own. It dodged direct competition with social engagement platform Hootsuite by expressly prioritizing its customer service tools, where Sprout Social appears to be generally recognized as superior.
To double down on serving the social commerce market, and carve out a distinctive niche ahead of this eCommerce trend’s anticipated success, Sprout Social has integrated with platforms such as Shopify and Facebook Shops. It is also a member of the TikTok marketing partner program, and has continued to receive accolades for its software.
Steph
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Dec 2018
$40.5m
SERIES D
Feb 2016
$42m
SERIES C
Total funding: $101.5m
Company 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
- 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
Company HQ
Chicago Loop, Chicago, IL
Leadership
Justyn Howard
(CEO)They were Senior Account Executive at New Horizons, and worked in Learn.com's Executive Account Sales department.
Aaron Rankin
(CTO)They have a Master's in Information Systems Management from Carnegie Mellon and were an IT Architect at IBM. They were also a Software Engineer at Endeca, and they are currently an investor with Rankin Family Ventures.
Peter Soung
(Head of Growth)They studied Computer Science at Penn State before working at IBM as a Software Engineer. They also worked as a Sales Engineer at companies such as Endeca.
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