Customer Advocate at Sprout Social

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We are looking for an all-star Customer Advocate to join our Support Team. Our highly motivated and driven Support Team acts as Sprout’s resident experts to help our 25,000+ customers answer the toughest of questions and solve problems on the Sprout Social platform every day. Over the past 10 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 our customers through a solutions-oriented team. We are looking for your drive and creative problem-solving skills to contribute to and enhance our level of service and commitment to our customers.

If you are a top performer with excellent people skills, the desire to dive deep into new technology and have a knack for problem-solving, please apply! 

This is a role with career growth potential. We are 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!

Qualifications

These are the minimum qualifications that our hiring team is looking for in this role:

  • 1+ years of custom-facing support experience

Additionally, these are the preferred qualifications that would indicate a particularly strong candidate:

  • Willing to work hours of 9:30pm - 5:00am Philippine Standard Time, Saturday - Wednesday.
  • Proactive self-starter with a high standard for quality
  • Natural problem solver
  • Exceptional verbal and written communication skills

Within 1 month, you will...

  • Complete Sprout Social’s new hire training & onboarding program alongside other new Sprout Social team members
  • Further solidify your training on Support specific processes and tools along with how your role fits into our team and the organization
  • Begin to handle customer interactions via email and guided live chats
  • Understand department key success metrics and how to contribute towards those goals

Within 3 months, you will…

  • Effectively triage incoming inquiries to appropriate internal teams
  • Independently solve customer requests through live chat and email channels
  • Contribute to team goals by focusing on CSAT ratings, QC reviews, response and resolution times
  • Build a strong understanding of inter-departmental communications in order to properly route tickets and follow up on escalated issues

Within 6 months, you will...

  • Identify opportunities for process improvements in day-to-day
  • Improve internal documentation in order to streamline processes
  • Master the Sprout Voice in customer-facing interactions
  • Exhibit growing knowledge of our product, processes and tools
  • Serve as a liaison to various teams, providing key updates as needed for customer requests
  • Be a resource internally and externally, serving as a resident process expert

Within 12 months, you will…

  • Serve as a resident expert and go-to person for our team processes and tools
  • Continue to consistently exceed expectations in productivity and quality measures
  • Increase your product knowledge and troubleshooting capabilities
  • Begin building 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.

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 believe that true employee engagement cannot happen if you can’t bring your whole self to work, so we’re committed to building a diverse team, embracing an inclusive culture and investing in equity across our organization. That dedication is core to Sprout. We want all candidates, particularly those coming from traditionally underrepresented groups in the technology industry, to know they are welcome at Sprout.

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
  • Progressive benefit programs
  • High-quality and well-maintained equipment - your computer will never prevent you from doing your best
  • Growing corporate social responsibility program that is driven by the involvement and passion of our team members

Sprout Social is an equal opportunity employer. Anyone seeking employment here is considered without regards to race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. We value the things that make us different and want to see how you can make our team better!

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Technology we use

  • Engineering
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • ReactLibraries
    • ReduxLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • MySQLDatabases
    • RedisDatabases
    • SalesforceCRM

Location

131 S Dearborn, 7th Floor, Chicago, IL 60603

An Insider's view of Sprout Social

What’s the vibe like in the office?

We are invited to bring our authentic selves to work. The result is a culture without pretense.

Aja Saunders

Receptionist Systems Specialist

What's the biggest problem your team is solving?

The Growth Activation squad is focused on the challenge of retaining trial users and converting them into subscribers. We find solutions by A/B testing our features, using data science for quantitative analysis, using user interviews for qualitative analysis and working with other teams at Sprout on Growth strategies.

Andrew Kos

Senior Software Engineer

How has your career grown since starting at the company?

When I first joined Sprout, I could count the entire Sales team on one hand. Since then, my career has taken a variety of paths, from training and enablement to assisting our Sales team from a strategic perspective as a Solutions Engineer. Thanks to a workplace environment that fosters growth, I’ve been able to advance my career at Sprout.

Jordan Balkin

Solutions Engineer, Sales & Success

How do you empower your team to be more creative?

Instead of turning down ideas that seem unattainable, we encourage our teams to think through how we can solve challenges in unique ways. By testing and experimenting, we create an environment that fosters innovation and promotes creative thinking.

Jamie Gilpin

CMO

What's something quirky about your company?

At the conclusion of our company wide Kickoff party, tubs of McDonalds cheeseburgers mysteriously appear and rain down on us like a blizzard in the Chicago winter. But a good blizzard.

Molly Jones

Senior Employee Experience Manager

What are Sprout Social Perks + Benefits

Sprout Social Benefits Overview

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 health and mental well-being of our team
- Ongoing education and development opportunities via our [email protected] 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

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks
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