Customer Support Specialist, Sendoso
Ireland
Integrated gifting platform for driving business revenue
Be an early applicant
Integrated gifting platform for driving business revenue
201-500 employees
Be an early applicant
201-500 employees
Company mission
To help businesses to build more meaningful relationships with their customers throughout the buyer journey.
Role
Who you are
- This role is ideal for someone who enjoys solving technical problems, communicates clearly, thinks critically, and takes ownership of delivering an exceptional customer experience
- You live to create clarity, confidence, and great customer experiences by going deep to solve customer concerns
- You enjoy the challenge and detective work needed to get to the bottom of complex issues
- You are a lifelong student of the industry, our product, and customer experience best practices
- Having experience working in a SaaS Support environment is a must
- 1+ years history of success interacting with customers over email, phone, and chat required
- Willingness and ability to consistently work the required shift of 9:00AM - 5:30PM GMT+1 to support our US customers
- An exceptional customer experience background while proving customer advocacy and empathy
- Excellent written/verbal communication and interpersonal skills
- Comfortable working in a performance-based and structured environment
- A history of meeting and exceeding KPIs and Customer Expectations
- Analytical approach to navigating, investigating, and understanding how products work
- An aptitude for learning new products, processes, and systems
- Organizational management in setting priorities, adherence to scheduled activities, and timely responses to customers
- Strong technical troubleshooting skills, perseverance, and patience
- Creative problem-solving to bring issues to resolution including discovering workarounds using any and all available resources
- Strong ability to work independently (Remotely)
What the job involves
- As a Customer Support Specialist, you’ll be the first point of contact for Sendoso customers, helping them succeed through responsive, empathetic, and investigative support
- You’ll manage live chats and email tickets, create Help Center content, and troubleshoot a wide range of customer issues
- When complex challenges arise, you’ll partner with Product, Engineering, and other cross-functional teams to identify root causes and drive solutions
- This role requires a fixed working shift to align with our US-based customers
- After an initial onboarding and training period, the required hours are 9:00AM - 5:30PM GMT+1, Monday through Friday
- Candidates must be willing and able to consistently work this schedule
- Respond to incoming chats from the Sendoso website, escalating to other teams when needed
- Manage email tickets in the support queue, ensuring accurate and timely responses
- Build and maintain Help Center articles - collaborating on new content for feature releases and keeping existing resources current
- Develop strong knowledge of Sendoso to identify, troubleshoot, and escalate technical issues
- Work with product, engineering, marketing, and account management teams to share insights and solve customer problems
- Identify opportunities to help customers get more value from Sendoso's features and services
- Provide clear, empathetic, and actionable guidance that helps customers move forward
Our take
Sendoso’s self-coined “sending platform” allows companies to send direct mail, personalized gifts, handwritten notes and other physical products (including perishables) to potential and existing customers and partners. Essentially, the company offers an integration of digital and physical marketing, sales, and analytics services.
Serving big brands like Comcast and Lenovo, the company has made a splash with its innovative approach, and has been recognized as a leader in the field. Its challenge moving forward is to ensure that the service remains scalable, which it hopes to achieve with the roll-out of more and more integrations, with the likes of Marketo, Hubspot and Salesforce.
To capitalise on the momentum it has built so far, Sendoso has focussed on building out its go-to-market leadership team and introducing new features and tools to its offering. In 2023, the company also launched 'Event Fulfilment', which is designed for storing and shipping products to conferences and trade shows.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-32% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Sep 2021
$100m
SERIES C
Feb 2020
$40m
SERIES B
Total funding: $153m
Company benefits
- We work sane, sustainable and flexible working hours
- We offer “take what you need” PTO, and have a genuine, supportive culture around work life balance and boundaries
- We are consistently building, refining and automating processes to aid our work; we encourage each team member to propose and adopt new technologies, frameworks, and processes that make us more effective as an organization
- Some of us work near or in corporate offices, but many of us work remotely full time
- You are empowered to choose the environment that maximizes your happiness, engagement and ability to reach our shared goals
Company HQ
Financial District, San Francisco, CA
Leadership
Kris Rudeegraap
(Co-Founder & Co-CEO)They started their career by founding Innovation Association in 2006, before starting AllStudentRentals and working at YapStone for 3 years. After a combined 4 years at Piqora and Talkdesk as an Account Executive, they co-founded Sendoso in September 2016.
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