Customer Advocate
We are looking for an all-star Customer Advocate to join our prestigious Support Team as a resident product expert to help our nearly 17,000 customers successfully use the Sprout Social platform. Companies like Grubhub, Hyatt, and Ticketmaster rely on Sprout to create stronger relationships with their customers through social media. Over the past 6 years, our Support team has built one of the most impressive customer service reputations in the industry and we are looking for someone not only to contribute, but also enhance our level of service and commitment to our customers.
If you have excellent people skills and have the ability to dive deep into a new product to learn it inside and out, please apply!
Responsibilities
- Handle incoming requests from customers and prospects through various channels, such as live chat, email, social and phone
- Educate/Train a wide range of businesses on how to use various features in the Sprout platform
- Serve as a resident product expert and maintain exceptional knowledge of the product as we continue to add new features
- Identify priority issues for escalation, and communicate relevant information to appropriate internal and external parties
- Contribute to team goals by improving response and resolution times and customer satisfaction ratings
- Work with the product team to document product enhancement requests coming from customers
Desired Skills and Experience
- 1-3 years of customer facing experience (software experience a plus)
- Ability to reproduce and troubleshoot software and data issues reported by customers
- Ability to use Excel and being comfortable with its arithmetic, date & time, and statistical functions is a must
- Excellent verbal & written communication skills is a must
- Ability to be resourceful with impressive critical thinking skills
- A strong work ethic and desire to help people
- A passion for teaching technology to others
- Demonstrated ability to deal with change and be a team player
- Fluency in Spanish would be a plus (written and oral)
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