Customer Support Representative, SPINS Ventures at SPINS LLC

| Chicago
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About You

As a Customer Support Representative, you will work closely with our clients as a primary point of contact for training, troubleshooting, and overall best practices within our software suite. You will need to convey your expertise in technical concepts to provide guidance to our clients in addition to feedback to our Product Team. To excel at this role, you must be confident, thoughtful, organized and enjoy interacting with customers of varying levels of experience and technical understanding. If you are motivated to help amazing customers get the most out of their partnership with Destini, we want to hear from you!

About Us
We are a technology firm with passionate and imaginative individuals that are dedicated to finding simple and elegant solutions to complex problems. Founded in 2012, Destini revolutionized the way a consumer can find and buy their favorite products by integrating transaction data from over 120,000 retail locations, making it the #1 Product Locator platform across the U.S. and Canada. With over 1,300 brands using Destini technology today, we have been focused on extending our product portfolio to launch new solutions that help brands reach consumers more efficiently and increase sales. These include managing large-scale digital couponing campaigns across the top 80 retailer loyalty programs in the country as well as platforms to help brands better understand sales opportunities and trends.


This position is full-time and preferably based in Los Angeles or Chicago, although we’re open to remote for the right candidate.

What you will do

  • Spearhead new client onboarding and training for our retail intelligence application, Destini Signals.
  • Troubleshoot and diagnose common issues, and document tickets that require escalation for our Signals and Locator applications.
  • Build strong and positive relationships with client contacts through phone calls, emails, and live screen-sharing to help your customers achieve success within their Destini applications.
  • Lead conversations with customers to determine how best to align their company goals with their usage of Destini products to realize the most value possible.
  • Become your customers’ champion and advocate for their needs loudly and proudly!

 Preferable Qualifications

  • 3+ years of experience in Customer Success or equivalent
  • Direct experience working with and supporting B2B and/or B2C SaaS solutions 
  • Excellent written and verbal communication skills are a must; strong presentation skills are highly desirable
  • Experience with tools such as JIRA, ZenDesk, and CRM services (Salesforce, Zoho, etc.)
  • Experience with spreadsheet manipulation (Vlookup, Pivot Tables, etc.)
  • While web development experience is not a requirement for the position, a basic understanding of html and css is a plus to help expedite troubleshooting efforts

 What You Get

  • Competitive starting salary (DOE) 
  • 3+ Weeks paid vacation time 
  • 401k Retirement matching 
  • Health, Dental, Vision, and Insurance Benefits 
  • A laid-back working environment with top-of-the-line computer equipment 

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • ScalaLanguages
    • jQueryLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • HiveDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • Google AnalyticsAnalytics
    • AxureDesign
    • IllustratorDesign
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • MailChimpEmail
    • Adobe CampaignLead Gen

Location

We are just steps from the Merchandise Mart, located in the bustling River North neighborhood of Chicago.

An Insider's view of SPINS LLC

What’s the vibe like in the office?

The beauty of our mission lies in the fact that we're impacting all consumers to live healthier and more vibrant lives, and this transcends to our own team members within the office. With our mission in mind, we cultivate an office environment and culture where we support team members to live their best lives.

Rosemary

Chief People Officer

How do you collaborate with other teams in the company?

Knowing motives, responsibilities and objectives is key in building functional cross collaboration. If you take ownership of this and do your own research (look up their org chart, LinkedIn profiles, read through work produced) in conjunction with asking questions this goes a long way to mutual understanding.

Jess

VP, Customer Success

How has your career grown since starting at the company?

Over the years, I've worked for both corporate and not for profit organizations and SPINS feels the most nurturing and organic. Individuals and teams are empowered to define a path to success. If you are curious and passionate, you can forge multi-disciplinary partnerships & make a difference beyond the boundaries of your specific department/role.

Andrea

Senior Product Owner

How do you empower your team to be more creative?

We have a unique culture where our decision making is not encumbered by heavy processes like those at multi-billion dollar companies and at the same time, in the last few years, our leadership team has added structure that adds rigor to our operations and product development.

Dimple

SVP, Product & Designs

What are SPINS LLC Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Salt and Light Coalition is a grassroots movement mobilizing individuals and organizations to empower survivors of trafficking to live meaningful and purposeful lives. - https://saltandlightcoalition.
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Paid industry certifications

Additional Perks + Benefits

Paid Maternity & Paternity Leave: SPINS provides six weeks of paid maternity leave (or more broadly speaking, primary caregiver leave), and six weeks of paid paternity leave (or secondary caregiver leave).

Flexible Schedule: Our teams offer flexible options to serve business goals and accommodate personal needs.

Full access to SPINS’ comprehensive wellness program "Vibrancy 360" which includes: chef led cooking demonstrations, yoga, natural/organic fare in kitchens, office gym with personal training sessions, running club, volunteer opportunities, massages, meditation, in-office happy hours

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