Customer Support Specialist

About The Company

Sendoso is a pioneering technology company dedicated to transforming how businesses engage with their customers and prospects. As a venture-backed organization with multiple revenue streams, Sendoso boasts a robust client base of over 500 customers and more than 15,000 active users worldwide. With tens of millions of dollars in funding, the company is experiencing unprecedented growth and expansion. Recognized as the #1 platform on leading software review sites like G2, Sendoso specializes in delivering innovative solutions that enable companies to stand out through meaningful and personalized engagement strategies. Our award-winning Sending Platform seamlessly integrates online and offline experiences via cloud software, automation, and logistics, creating a unique ecosystem that few competitors can match. We believe that fostering genuine human relationships is essential in a digital era, and our mission is to facilitate these connections through innovative technology. Join us if you’re passionate about creating impact, ownership, and meaningful work that drives growth and enhances customer experiences.

About The Role

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Support Specialist. This role is pivotal in ensuring exceptional post-sale support for our US and international clients. As a front-line representative, you will engage with customers via email, phone, and chat, providing expert guidance and resolving issues to ensure a seamless user experience. Your primary responsibility will be to foster strong relationships with customers, advocate for their needs, and contribute to continuous improvement initiatives. This position offers an exciting opportunity to work in a dynamic environment where your problem-solving skills, technical knowledge, and empathy will directly impact customer satisfaction and retention. The ideal candidate is someone who thrives in a structured yet flexible setting, is eager to learn, and possesses a genuine passion for delivering outstanding service. If you are committed to creating clarity and confidence for customers while supporting the company’s growth objectives, this role is perfect for you.

Qualifications

• Minimum of 1+ years of experience in customer support or a related role
• Exceptional written and verbal communication skills
• Proven ability to handle customer inquiries via email, phone, and chat
• Strong interpersonal skills with a focus on empathy and advocacy
• Experience working in a performance-driven environment with KPIs
• Analytical mindset with the ability to investigate and resolve complex issues
• Technical troubleshooting skills and patience in problem resolution
• Ability to learn new products, systems, and processes quickly
• Excellent organizational skills with the ability to prioritize tasks effectively
• Self-motivated with the ability to work independently

Responsibilities

• Engage with customers proactively via email, phone, and chat to address inquiries and resolve issues
• Maintain a queue of support cases, ensuring timely resolution and follow-up
• Provide exceptional customer service by understanding and advocating for customer needs
• Diagnose and troubleshoot technical issues related to our platform and products
• Collaborate with cross-functional teams to communicate customer feedback and identify areas for improvement
• Document customer interactions and resolutions accurately in the CRM system
• Assist in identifying recurring issues and suggest enhancements to improve user experience
• Stay updated on product features, updates, and best practices to provide accurate support
• Participate in ongoing training and development to enhance support skills and product knowledge

Benefits

• Comprehensive medical, dental, and vision insurance plans
• Take-What-You-Need Time Off policy
• Lifestyle Spending Account (LSA) with Compt
• 401K retirement plan with company matching
• Flexible Spending Account (FSA) options
• Free general medical and mental health services via Healthjoy
• Volunteer Time Off for community engagement
• Birthday Time Off to celebrate personal milestones
• Generous parental leave benefits for all parents
• Access to Employee Assistance Programs (EAPs)
• Family planning discounts through KindBody
• Discounted pet insurance through Pin Paws
• Legal benefits via Rocket Lawyer
• Financial wellness programs through Morgan Stanley
• Sane, flexible working hours and remote work opportunities
• Supportive and inclusive company culture focused on work-life balance

Equal Opportunity

Sendoso is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability. All employment decisions are made based on qualifications, merit, and business needs.