Customer Support Specialist

Remote, United States

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Sendoso
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Who We Are:
Sendoso is where you go to build something bigger than yourself. We’re a San Francisco-based  Series B company with $54M in venture capital, more than 700+ customers and 15,000 active users, and multiple revenue streams. Our company is on an unprecedented growth trajectory and we’re looking for people who want to do great things. 
One of LinkedIn’s Top Startups for 2020, ranked #1 on software review sites like G2, Sendoso helps companies stand out by giving them meaningful, new ways to engage with their buyers and customers. Our award-winning Sending Platform connects online and offline experiences via cloud software, automation, and real-world logistics—a feat that few companies have achieved.
And we believe that relationships matter, so we’re on a mission to create more human connections in a digital world. If you’re ready to seize tremendous opportunity, take ownership, and do meaningful work that moves the needle, you’re in the right place. 

About Your Role: 
We are seeing a highly ambitious individual who is passionate about interacting with and servicing our customers. The Customer Support Specialist is a customer-facing role, delivering ongoing support and guidance post-sale for our US and International customers. You’ll interact through email, phone, and chat to provide an exceptional customer experience for everyone you encounter. 

Who You Are:

  • You live to create clarity, confidence, and great customer experiences by going deep to solve customer concerns.
  • You enjoy the challenge and detective work needed to get to the bottom of complex issues.
  • You are a lifelong student of the industry, our product, and customer experience best practices. 

Your Typical Day:

  • You’ll spend most of your scheduled day on the front lines working with customers over email, phone, and chat.
  • You’ll maintain a queue of cases that you will continue to work through customer contact up to the resolution.
  • Advocate for our customers to help prioritize future enhancements and trouble spots to improve the customer and internal team’s usage of our product.

Experience:

  • 1+ years history of success interacting with customers over email, phone, and chat
  • An exceptional customer experience background while proving customer advocacy and empathy
  • Excellent written/verbal communication and interpersonal skills
  • Comfortable working in a performance-based and structured environment 
  • A history of meeting and exceeding KPI’s and Customer Expectations
  • Analytical approach to navigating, investigating, and understanding how products work
  • An aptitude for learning new products, processes, and systems
  • Organizational management in setting priorities, adherence to scheduled activities, and timely responses to customers
  • Strong technical troubleshooting skills, perseverance, and patience
  • Creative problem solving to bring issues to resolution including discovering workarounds using any and all available resources
  • Ability to work independently

Bonus Points If...

  • Having experience working in a SaaS Support environment
  • You have worked in a fast-paced call center environment

What You’ll Love:

  • Comprehensive Medical Plans plans - we've got you covered
  • Take-What-You-Need Time Off
  • Vacation Bonuses 2X/Year
  • 401K Plan
  • FSA Plan 
  • Volunteer Time Off 
  • Birthday Time Off
  • Catered Lunch & Breakfasts 
  • Team Outings
  • Dog-Friendly Offices
  • Collaborative Office Space
  • ClassPass Membership Program 
  • Fully-Stocked Kitchen (when we return to the office)

Sendoso is an Equal Opportunity Employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Job region(s): North America
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