Sprout Social offers social media engagement, advocacy and analytics solutions for over 19,000 agencies and brands worldwide, including Hyatt, Grubhub, Microsoft and Zendesk.

Bilingual (Spanish) Customer Advocate at Sprout Social

We are looking for an all-star Customer Advocate to join our Support Team in our Chicago office. Our highly motivated and driven Support Team acts as Sprout’s resident product experts to help our 19,000 customers answer the toughest of questions and solve problems on the Sprout Social platform every day. Over the past 6 years, our Support Team has built one of the most impressive customer service reputations in the industry by providing service that aims to surprise and delight. We are looking for your drive and creative technical problem-solving skills to contribute to and enhance our level of service and commitment to our customers.

If you are a top performer who possess excellent people skills, the desire to dive deep into to new technology, and have superior troubleshooting and problem-solving chops, please apply!

*Please note that this is mid-level position. We are looking for folks who are the big fish in their current pond and ready to take their skills, experience, and Customer Support career to the next level!

Responsibilities

  • Own customer issues through various channels, such as live chat, email, phone, and social, from start to finish.
  • Effectively triage and troubleshoot incoming issues to determine severity; escalate when needed.
  • Prioritize issues for escalation and serve as informational liaison to various parties, providing key updates and relevant intel.
  • Be a powerhouse resource internally and externally, serve as a resident product expert and maintaining exceptional knowledge of the product through development cycles.
  • Chronicle new and useful knowledge by creating and updating internal documentation, collectively owning the title of Wiki Master as a team.
  • Contribute to team goals by focusing on CSAT ratings, response, and resolution times.

Desired Skills & Experience

  • Must have professional-level native-speaker fluency in Spanish for written and verbal communication.
  • Portuguese fluency (written and verbal) is a strong plus.
  • 1-3 years of customer-facing experience is required (SaaS Industry experience a plus).
  • Proactive self-starter with a curious mind and strong initiative to solve tough problems and constantly make improvements.
  • Challenge-driven, goal-oriented, and capable of handling emergency/crisis situations.
  • Ability to be resourceful with impressive critical thinking skills, wearing many different hats and juggling conversations between channels comfortably.
  • Excellent verbal and written communication skills.
  • A strong work ethic and ability to work independently.
  • Driven by a desire to help people and passion for teaching technology to others.
  • Demonstrated ability to deal with change and act as a team player.

About Sprout Social

Sprout Social powers open communication between individuals, brands and communities through elegant, sophisticated software. We are relentless about solving hard problems for our customers and committed to both customer and team success.

Team Sprout is a group of very talented, smart and passionate people with broad interests and backgrounds. We’re proud to regularly be recognized for software, product and company culture achievements. Our team’s shared belief in Sprout’s mission promotes a culture of openness, empowerment and fun. We have built a benefits program to match the strength of our team. This program includes:

  • Insurance and benefit options that are built for both individuals and families, including generous company contributions
  • Progressive benefit programs, like our parental leave program and free Divvy bike memberships
  • High-quality and well-maintained equipment - your computer will never prevent you from doing your best
  • Beautiful, convenient and state-of-the-art offices in Chicago’s Loop
  • Solid programs in some of the staples: transportation, disability and life insurance
  • Wellness initiatives to ensure both health and financial well-being of our team
  • Breakfast and lunch options onsite, and more healthy snack options and beverages than you can imagine
  • Growing corporate social responsibility program that is driven by the involvement and passion of our team members

Company Reviews

I come to work every day expecting to solve problems and laugh heartily. I have yet to be disappointed.
Sundeep Malladi
Software Engineer, Web
at Sprout Social
Sprout provides me with the chance to always be creative in my work and collaborate across teams.
Sarah Nagel
Community Outreach Manager
at Sprout Social
My team and I are confronted with new, complex issues and we’re given the authority and opportunity to tackle them head on. No two days are ever the same and I would never ask for anything else.
Lorena Mesa
Software Engineer, Platform
at Sprout Social
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Why work with us
We believe that a great culture is fundamental to attracting the best and keeping them excited. We've created practices and spaces that foster open communication, collaborative decision-making and an enjoyable work environment. We strive to make sure that every employee feels like a valued member of a team that’s doing challenging, meaningful work.
Culture
Our platform, team and culture are built around the concept of open communication. That guides our collaborative, open environment—the success we’ve seen is a direct result of sharing experiences, challenges and accomplishments. We have a tight-knit group that works hard, takes pride in getting results and enjoys celebrating our success together.
Perks & Benefits
Insurance and benefit options that are built for both individuals and families, including generous company contributions
Progressive benefit programs, like our parental leave program and free Divvy bike memberships
High-quality and well-maintained equipment - your computer will never prevent you from doing your best
Beautiful, convenient and state-of-the-art offices in Chicago’s Loop
Solid programs in some of the staples: transportation, disability and life insurance
Wellness initiatives to ensure both health and financial well-being of our team
Breakfast and lunch options onsite, and more healthy snack options and beverages than you can imagine
Growing corporate social responsibility program that is driven by the involvement and passion of our team members

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