Campaign Support Specialist
As a Campaign Support Specialist for Spendgo, a new role to our team, you will be the first point of contact for marketers needing assistance with using our platform. You will provide exceptional customer service, troubleshoot issues, offer guidance on best practices, and help clients maximize the effectiveness of their loyalty programs. Your goal is to ensure our clients have a smooth and successful experience with Spendgo’s platform and help build their confidence in using the self-serve platform to drive results for their business.
Location
This full-time position is available as a fully remote within US or Canada; preference for candidates based in Texas or California; option to work from corporate office in San Francisco, CA. (Will consider other US remote locations for the right candidate).
Responsibilities and duties
Support & Troubleshooting: Provide timely and effective assistance to clients encountering issues or seeking guidance on using the platform.
Training & Education: In partnership with Customer Success Managers, offer personalized training sessions and share educational resources to help clients understand Spendgo Dashboard features and functionality.
Product Expertise: Stay up to date with the latest features and enhancements in Spendgo’s Dashboard, and extended messaging service through partner platform(s) ensuring you can provide expert-level support and advice.
Client Communication: Respond to client inquiries via email, (and soon live chat) in a professional, friendly, and efficient manner.
Troubleshoot and Resolve Issues: Investigate client concerns and collaborate with the product and technical team to resolve product-related issues in a timely manner.
Feedback Collection: Gather client feedback to identify opportunities for product or documentation improvement and collaborate with internal teams to address user needs.
Campaign Success: Actively monitor client campaign success and proactively identify ways to help clients optimize their campaigns to drive results.
Ticket Management: Oversee, prioritize and manage the end-to-end lifecycle of support tickets, ensuring timely resolution and customer satisfaction.
Keys to being successful at this job
Customer Support Experience: Previous experience in a customer support or client-facing role, preferably in digital marketing SaaS or tech-related industries. Professional record and reputation of outcomes resulting in delighted, successful, and satisfied clients.
Marketing Knowledge: Understanding of marketing strategies, particularly loyalty programs, customer engagement, and retention strategies.
Industry Experience: Restaurant, hospitality or related consumer-centric industries preferred.
Balanced Collaborator: Ability to discern the fragile and dynamic balance between addressing client requests/expectations and company priorities/resources.
Technical Proficiency: Comfort with using cloud-based software platforms; familiarity with CRM systems, marketing automation tools, or loyalty platforms is a plus.
Communication Skills: Strong written and verbal communication skills, with the ability to convey technical and analytical concepts in an easy-to-understand manner.
Problem-Solving: Ability to troubleshoot complex issues through critical thinking and provide creative solutions.
Empathy & Patience: A service-oriented mindset, with the ability to remain calm and professional when addressing client concerns.
Organizational Skills: Ability to manage multiple client inquiries and tasks simultaneously, while maintaining attention to detail in an efficient manner.
Trusted Advisor: Ability to build rapport and trusted relationships with clients and provide counsel that helps them grow their businesses.
Winning Mindset: Passion to be an expert on Spendgo’s platform and a desire to help build our fast-growing company.
Qualifications
3+ years experience working with loyalty programs or CRM/customer engagement tools.
Education: BA/BS degree or equivalent
Bonus points for
Familiarity with analytics and reporting tools that measure the success of marketing programs.
Experience with help desk software.
Aptitude for understanding and communicating both technical and analytical concepts to audiences of varying technical ability.
Familiarity working within the Google product suite.
Demonstrated success working in a startup environment.
About Spendgo
Spendgo is a fast-growing, loyalty and customer engagement company, offering a platform that helps restaurants and retailers’ market to customers in-store, online, and via mobile. Spendgo's platform provides tools for loyalty programs, messaging, and identity management to help brands engage, retain, and grow their customer base. Our comprehensive platform empowers marketers to design, launch, and optimize customer loyalty programs. We are looking for a dedicated, analytical, customer-centric and tech-savvy Campaign Support Specialist to join our Customer Success team to assist our clients in making the most of their loyalty programs through Spendgo.