We are looking for an all-star Customer Advocate to join our Support Team and work Pacific Standard Time (PST) business hours. 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:

• Willing to work hours of 8:00am - 4:30pm PST or 9:00am - 5:30pm PST

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

• 1+ years of customer-facing support experience in a fast-paced environment (SaaS Industry experience a plus)
• Exceptional verbal and written communication skills, including chat support experience
• Natural problem solver with a with a high standard for quality and track record of resourcefulness
• Demonstrates composure, patience and initiative in their learning and development; open and receptive to feedback and coaching as it relates to their development

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
• Have a solid understanding of the Sprout brand and our Support service voice
• 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, including generous company contributions
• Progressive benefit offerings like our parental leave program 
• High-quality and well-maintained equipment - your computer will never prevent you from doing your best whether you are in an office or working remotely
• State of the art offices in cities where Sprout has physical locations (Chicago and Seattle) for those that prefer an office setting
• Solid programs in some of the staples: medical coverage, disability and life insurance
• Wellness initiatives to ensure both health and financial well-being of our team
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members

Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer.  We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, marital status, order of protection status, citizenship status, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster  (2) Sprout Social's Affirmative Action Statement (3) Pay Transparency Statement.

When you apply for employment with Sprout Social, we will process your job applicant data, including your employment and education history, transcript, writing samples, and references as necessary to consider your job application for open positions. For more information about our privacy practices please visit our Privacy Policy. California residents have additional rights and should review the Additional Disclosures for California Residents section in our Privacy Policy.

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law. We value the things that make us different and want to see how you can make our team better!

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. For those that prefer an office setting, this role may be based in our Chicago or Seattle locations. If you prefer to work from your home, we can accommodate that for many locations across the United States. We are not set up in all states, however, so please take a look at the drop down box in our application. If your state is listed, we're good to move forward. If not, we're not able to hire in your state at this time. If you'd like to stay in touch with us in case that changes in the future, please apply and we'll save your application for possible future consideration.