Product Support Specialist

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, innovative problem-solving, and driving customer adoption.

The minimum qualifications for this role include:

• 2+ years of customer-facing support experience in a fast-paced environment (SaaS industry technical support experience a plus)
• 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

Preferred qualifications for this role include:

• 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

How you’ll grow

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 Benefits Program

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 the health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout 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.

Individual base pay is based on various factors, including work location, relevant experience and skills, the responsibility of the role, and job duties/requirements. In the United States, we have two geographic pay zones. For this role, our current base pay ranges for new hires are:

• Zone 1 (New York, California, Washington): $49,381 (min), $61,700 (mid), $67,870 (max) USD annually
• Zone 2 (All other US states): $44,900 (min), $56,100 (mid), $61,710 (max) USD annually