Customer Support Specialist

Company Overview

Sendoso is a venture-funded company recognized as a leader in providing meaningful customer engagement through its Sending Platform. With over 500 customers, 15,000 active users, and tens of millions in funding, the company is experiencing rapid growth. Sendoso integrates cloud software, automation, and real-world logistics to connect online and offline customer experiences, fostering more human connections in an increasingly digital world.

Role Summary

The Customer Support Specialist serves as the primary interface for Sendoso's customers, delivering prompt, empathetic, and thorough assistance. Key duties include managing live chat and email support, producing Help Center content, and troubleshooting diverse customer issues. Complex problems are escalated via collaboration with Product, Engineering, and other departments to identify solutions. The role demands a fixed schedule aligned to US customer needs (9:00 AM to 5:30 PM GMT+1, Monday through Friday).

Key Responsibilities

• Respond swiftly and accurately to live chats and email support tickets.
• Create and update Help Center documentation to support new features and maintain accuracy.
• Develop in-depth knowledge of Sendoso’s products to diagnose and resolve technical issues effectively.
• Partner with cross-functional teams to address customer challenges and feedback.
• Identify opportunities to enhance customer value through product features and services.
• Communicate empathetically and clearly to guide customers towards resolution.

Candidate Profile and Experience

• Minimum one year of proven experience in customer interactions via email, phone, or chat, preferably in a SaaS support context.
• Strong dedication to consistently working the fixed shift from 9:00 AM to 5:30 PM GMT+1.
• Excellent interpersonal, verbal, and written communication skills coupled with a passion for exceptional customer advocacy.
• Proven ability to exceed KPIs and customer expectations in a structured, performance-driven environment.
• Analytical mindset with strong technical troubleshooting capabilities, patience, and persistence.
• Self-motivated and able to work independently in a remote setting, with effective organizational skills to manage priorities and deadlines.
• Creative problem-solver capable of identifying workarounds and using all available resources to resolve issues.

Company Philosophy and Benefits

• A culture that values every individual’s voice under the core value “One Team.”
• Commitment to personal and professional growth through providing the necessary support and tools.
• Promotion of genuine personal connections amidst a digital landscape.
• Encouragement of innovative, out-of-the-box thinking to enhance product and customer experience.
• Focus on customer success as the ultimate measure of achievement.
• Attractive benefits including comprehensive medical insurance, flexible time off policies, lifestyle spending accounts, 401K plans, volunteer and birthday leave, and generous parental leave for all parents.

Work Environment

• Remote-first arrangement supporting work-life balance and setting healthy boundaries.
• Continuous process automation and improvement encouraged across teams.
• Inclusive and supportive culture emphasizing employee well-being and effectiveness.

Equal Opportunity and Data Consent

Sendoso is an equal opportunity employer that values diversity and prohibits discrimination based on race, religion, color, nationality, gender, sexual orientation, age, marital status, veteran status, or disability. Applicants consent to Sendoso collecting personal data for recruitment and organizational planning purposes.