Customer Support System Operations Manager

| Chicago

At Sprout Social, we pride ourselves on being an industry leader in User Experience, Employee Experience and our Customer Experience. As we incorporate B2C real time ethics into our B2B customer base, we are seeking an individual excited to co-own support operations, enabling us to deliver the real time Voice of Customer across our Sprout teams.

Our world-class Customer Support team acts as Sprout Social’s resident product experts to help our 25,000 customers worldwide, including Evernote, adidas, West Elm and Edelman. These businesses rely on Sprout's Support Team to answer the toughest questions and solve problems on the Sprout Social platform every day.

Sprout is regarded as a standout leader in Customer Support across SaaS organizations, and we are actively focusing on delivering proactive solutions and seamless experiences for Sprout customers. This role will be teams liaison to our Data and IT teams and will be responsible to own our CRM standards, reporting/dashboards and customer/employee communication systems. We are looking for someone who can truly innovate, execute and scale our support systems— pushing the envelope and helping us deliver industry-leading customer support experiences.

If you are a data driven, innovative leader looking to empower and define systems, routines and metric reporting standards for our Support team, we'd love to hear from you.

Our current toolkit includes Zendesk, SFDC, SQL, Jira/Atlassian, Apex/Python, ETL, database management tools, data visualization tools, and more. While you don't need to be an expert in all of these skills to be successful, a strong understanding of some and an excitement to learn the rest are vital to this role.

Within 1 month, you will...

  • Complete Sprout Social’s new hire training & onboarding program alongside other new Sprout Social team members. You’ll gain a broader understanding of our products and how your role fits into the organization.
  • Begin developing familiarity with our business, platform, and applications, as well as our company’s key metrics.
  • Meet with external teams, including IT, Data Science, Sales/Success and Engineering
  • Help set a framework for our company-wide Customer Experience metric dashboard(s).
  • Gain an understanding on current systems, operations and opportunities.
  • Build and advise on 6 month project roadmap for CRM and Channel Management. 

Within 3 months, you will…

  • Execute on 50% of Project Roadmap referenced above
  • Establish scrum routines for Support & Cross Sprout Communications
  • Partner to help establish workforce management tools/standards
  • Deploy company wide Customer Experience metric dashboard(s).

Within 6 months, you will...

  • Execute on 100% Project Roadmap and define year forward.
  • Deliver tool improvements that better the employee and customer experiences-reducing contacts and resolution times.
  • Discover and utilize AI and automation tools within our CRM systems.
  • Evaluate and advise on proactive tools/solutions.

Within 12 months, you will…

  • Partner with Data/IT teams to push support data into business intelligence systems
  • Synchronize and optimize support systems with cross org systems (E.g, Zendesk + Salesforce).
  • Co-drive operations for the world leading SaaS support organization. 

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 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 or the Seattle Waterfront
  • 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
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.

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!

Read Full Job Description

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

What are Sprout Social Perks + Benefits

Sprout Social Benefits Overview

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

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
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
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
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
Customized development tracks
More Jobs at Sprout Social25 open jobs
All Jobs
Dev + Engineer
Legal
Marketing
Operations
Sales
Content
Sales
new
Chicago
Developer
new
Chicago
Operations
new
Chicago
Sales
new
Chicago
Marketing
new
Chicago
Content
new
Chicago
Marketing
new
Chicago
Developer
new
Chicago
Operations
new
Chicago
Sales
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Operations
new
Chicago
Sales
new
Chicago
Marketing
new
Chicago
Operations
new
Chicago