Job Details
Giftogram is hiring a Customer Support Specialist
About Us
Let s face it - it feels good to get paid! Whether you re a leader who wants to reward an employee for a job well done, a research firm incentivizing and encouraging study participation, or a business thanking a long-time customer for their much-appreciated loyalty, Giftogram is here to help you reward recipients with personalized, simplified, and secure payouts.
At Giftogram, we make it super easy for businesses to send out rewards and incentives to their customers and employees. Recipients get to pick a gift card of their choice from 200+ popular brands with same-day delivery. Gratify with Giftogram!
Founded in 2012, Giftogram rapidly grew into a profitable B2B rewards-and-gifting SaaS platform. Our clients range from mid-market corporations and nonprofits to Fortune 500 brands world-wide. We re celebrating our milestone of delivering over hundreds of millions of dollars to gratified recipients - and we re not done growing!
Giftogram could be a great fit for you if you re someone who values creativity, optimism, ambition, integrity, and resourcefulness. We re embarking on an exciting growth trajectory in the next year, and we ll need the right people to help us flourish.
About The Role
In the Customer Support Specialist role, you will report to the Director of Customer Success. You'll work in a hybrid role, with 2 days at our Parsippany, NJ office. Together, you will partner with Customer Success Managers and the Customer Support Team to be a first point of contact for inbound customer phone calls. In your day to day, you ll verify customer orders, respond to inbound chats, and respond to helpdesk requests for recipients and customers. You have the opportunity to be the product expert, helping to answer questions about our Digital Gifting platform, onboarding new customers to our platform and educating them on how to send digital gifts to recipients through customer demos. You will also complete the digital orders, transactions, and physical card orders.
What You ll Do
- Verify all daily digital and physical card orders that come through our Hubspot CRM
- Answer inbound phone calls 25% of the time, using RingCentral call software
- Respond to inbound chats 25% of the time
- Onboard new customers to the Giftogram SaaS platform 25% of the time
- Manage the Helpdesk for recipients and customers 20% of the time
- Host and facilitate virtual customer demonstrations 5% of the time, using various conferencing software, such as Zoom, Google Meet, Microsoft Teams
- You will collaborate with the larger Giftogram team to increase sales, build customer relationships, and help improve our internal processes
What You ll Bring
- 2-4 years experience in a call center environment or customer service environment; comfortable using conferencing software like RingCentral, Zoom, Google Workspace, Slack
- Strong computer literacy skills with at least 2 years experience using CRMs, such as Hubspot or Salesforce
- 2+ years experience with SaaS platforms preferred
- Confidence on the phone, strong interpersonal skills
- A strong desire to stay updated on the latest trends and best practices
- Strong ability to work independently and also within a team environment
- Preferred but not required: Bilingual English/Spanish
- High School Graduate or GED
What We Offer
- Base Salary begins at $50,000
- 401k & Company Match
- Medical/Dental/Vision Insurance
- Hybrid work schedule (2-3 days in Parsippany, NJ office)
- 15 PTO Days + Paid company holidays
Please note that Giftogram does not work with external staffing/recruitment vendors. Any unsolicited resumes shared with the Giftogram team will be considered property of Giftogram and no recruitment fees of any kind will be paid or owed unless an existing recruitment agreement exists alongside with specific engagement for the role in question.
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