Manager, Customer Support Enablement

| Chicago | Remote
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With a high bar set for outstanding service and a world class reputation, Sprout Customer Support is a key differentiator against our competition. Our Support team is on a mission to lead the market with a best-in-class team, industry leading response times and customer-focused solutions to deliver a seamless, world-class experience to our customers. We need to continue to push our customer centric approach and enable our team for excellence.

Sprout Social is looking for a highly driven, strategic, and inspiring Support Enablement leader to build and shape programs supporting new hire onboarding, ongoing enablement, quality management, and career development of our global Support teams. This position requires a strong leader with expertise and a proven track record in training and instructional design implementation. You are a strategic thinker with the ability to understand complex issues, apply frameworks to facilitate broader organizational understanding, and efficiently make decisions or take action. You are naturally curious, can delegate and manage projects effectively, and seek accountability by linking programs to key business metrics. You are an effective listener who is able to build trusted relationships. You recognize that a key to success in this role depends on an ability to influence and inspire others to engage and adopt change.

As the Manager, Customer Support Enablement, you are continuously looking for ways to enable the next level of organizational excellence and aspire to see each of your colleagues achieve their goals and career ambitions. You will partner with Support Leadership to identify, prioritize, deliver, and measure support quality and training programs designed to meet and exceed the needs of our growing and evolving Support department and excellence for the customer experience. You will have a growth mindset that drives learning for you and those around you. You will also collaborate closely with cross-functional teams such as Sales, Customer Success, Sales Operations, Organizational Development, and Marketing.

Qualifications

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

  • Experience leading and developing teams along with effective, scalable quality and training programs
  • 3-5 years with focus on Learning and Development in the technology industry
  • Experience defining data-driven strategies, driving successful implementation, measuring effectiveness, and presenting results to leadership

Additionally, the ideal candidate will have experience in the following areas:

  • Front-end Customer Support experience
  • LMS (Learning Management System) experience
  • Project management and JIRA (or other project management tool) experience
  • Change management experience is a plus
  • Experience supporting globally dispersed teams

Within 1 month, you will…

  • Complete Sprout Social’s new hire training & onboarding program alongside other new Sprout team members. You’ll gain a broader understanding of our products and how your role fits into the organization.
  • Partner with the Director of Customer Support to define key success metrics for your role and how you will measure against them.
  • Get to know and begin to build working relationships with the Support Management team.
  • Participate in Support Leadership meetings to evaluate and understand needs of the Support department and the leaders you support to ensure organizational alignment and consistency among teams.
  • Start developing relationships with partners across the organization, including Sales Leadership, Customer Success, Product Marketing, Sales Operations, organizational Development, and Marketing organizations.
  • Become familiar with our Support culture, team, and processes.

Within 3 months, you will…

  • Have direct management responsibility for the Support Quality and Training program, start providing mentorship and guidance to the team, and assist them in the execution of their objectives.
  • Develop a point of view on the most effective mechanisms for facilitating enablement, project management, and content management.
  • Review monthly metrics to discern the highest potential areas of opportunity for global enablement intervention.
  • Design a pilot program and outline of a comprehensive support training program with targeted timelines for implementation.
  • Effectively prioritize the needs of the business in order of impact and urgency by reviewing the available data and running meetings with department stakeholders.
  • Begin developing and facilitating enablement programs based on highest priority and needs identified – which include but are not limited to: support process, new-hire onboarding, product support readiness, communication skills.

Within 6 months, you will…

  • Design a quality management framework and system that elevates the Support experience
  • Roll out training program that drives improved customer experience, employee engagement, and employee retention to entire support department
  • Develop a Support certification program that builds expertise and enables career growth
  • Champion organizational change management to help Support team members adopt and manage through change effectively.
  • Continue to expand the library of enablement content and skills training.

Within 12 months, you will…

  • Have complete control over enablement strategy for the Support teams.
  • Have a clear view of the impact enablement is having on the business.
  • Evolve Support enablement programs for continued growth, achievement and capability among the team.
  • Consistently and reliably give and receive feedback with peers.
  • Become a model leader in Sprout's 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. Our team’s shared belief in Sprout’s mission promotes a culture of openness, empowerment and fun. 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

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 to see whether your state is listed.

Sprout Social is proud to be an Equal Opportunity Employer and an Affirmative Action Employer. We do not discriminate based on identity- 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. Learn more about our commitment to diversity, equity and inclusion in our 2020 DEI Report.

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. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy, including requests for accommodation. 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. 

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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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