About the role
Who We Are: Sendoso is where you go to build something bigger than yourself. We’re a venture-backed company with multiple revenue streams, more than 500 customers and 15,000 active users, and tens of millions of dollars of funding. Our company is on an unprecedented growth trajectory and we’re looking for people who want to do great things. 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 this tremendous opportunity, take ownership, and do meaningful work that moves the needle, you’re in the right place. About Your Role: As a Customer Support Specialist, you’ll be the first point of contact for Sendoso customers, helping them succeed through responsive, empathetic, and investigative support. You’ll manage live chats and email tickets, create Help Center content, and troubleshoot a wide range of customer issues. When complex challenges arise, you’ll partner with Product, Engineering, and other cross-functional teams to identify root causes and drive solutions. This role is ideal for someone who enjoys solving technical problems, communicates clearly, thinks critically, and takes ownership of delivering an exceptional customer experience. This role requires a fixed working shift to align with our US-based customers. After an initial onboarding and training period, the required hours are 9:00AM - 5:30 PM GMT+1 , Monday through Friday. Candidates must be willing and able to consistently work this schedule.
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. Having experience working in a SaaS Support environment is a must. Your Typical Day: Respond to incoming chats from the Sendoso website, escalating to other teams when needed. Manage email tickets in the support queue, ensuring accurate and timely responses. Build and maintain Help Center articles - collaborating on new content for feature releases and keeping existing resources current. Develop strong knowledge of Sendoso to identify, troubleshoot, and escalate technical issues. Work with product, engineering, marketing, and account management teams to share insights and solve customer problems. Identify opportunities to help customers get more value from Sendoso's features and services. Provide clear, empathetic, and actionable guidance that helps customers move forward. Experience : 1+ years history of success interacting with customers over email, phone, and chat required. Willingness and ability to consistently work the required shift of 9:00AM - 5:30 PM GMT+1 to support our US customers. 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 KPIs 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. Strong ability to work independently (Remotely). What We Believe: One Team - Everyone belongs here, and whether it's your first day or you're the CEO, your voice and ideas matter to us. By embracing the "One Team* core value, we can harness the power of collaboration to drive innovation, overcome challenges, and achieve outstanding results. Fuel Potential - Providing individuals with the necessary tools, resources, and support to enable their success and uplift their potential. We empower our team and lift them to higher levels of achievement, both personal and professional. Real Connections - It's a cluttered, digital world out there, but our connections are real. Personal connections matter, and we want to build real connections with our peers and customers. Unboxed Thinking - We encourage our team to think creatively and approach challenges from fresh perspectives. We believe that by encouraging and supporting diverse ideas, we can uncover innovative/groundbreaking solutions and deliver an exceptional product and experience. Customer Centric - We understand that our success depends on our customers' success, and we are dedicated to giving every customer that wow moment at every touchpoint. At the end of the day, our customers' satisfaction and happiness are our ultimate measures of success. What You'll Love: Comprehensive Medical Plans plans - we’ve got you covered! Take-What-You-Need Time Off Lifestyle Spending Account 401K Plan Volunteer Time Off Birthday Time Off Generous parental leave
