Customer Success Specialist

Company: SD Solutions

On behalf of Gifted, SD Solutions is looking for a talented Client Success Agent.
SD Solutions is a staffing company operating globally. Contact us to get more details about the benefits we offer.
We’re looking for a Client Success Agent to act as a primary point of contact for our clients and gift recipients. This role is centered on managing support tickets, joining short client calls or demos to troubleshoot issues, and ensuring a seamless, effective experience with our product. You’ll help resolve problems, guide users through key features, and deliver concise demos and walkthroughs to drive understanding and overall satisfaction.
Responsibilities:
Customer Support & Ticket Management
* Respond to and manage inbound client and recipient support tickets in a timely and professional manner. High-level written professional communication is a must.
* Troubleshoot issues, provide clear solutions, and escalate when necessary
* Maintain high responsiveness and follow-through until resolution
Client Calls & Account Support
* Lead brief calls with clients to address questions, resolve issues, and provide ongoing support
* Act as a trusted point of contact for assigned accounts
* Ensure clients feel supported and confident using the product
Product Demos & Walkthroughs
* Guide users through features and workflows based on their needs
* Tailor walkthroughs to different use cases and levels of experience
Customer Experience & Feedback
* Gather customer feedback and share insights with internal teams
* Identify common issues or trends and help improve processes
* Contribute to a positive, customer-first experience
Cross-Functional Collaboration
* Work closely with Product to resolve issues
* Communicate customer needs and recurring challenges
Requirements:
* At least 2 years of previous experience in customer support, customer success, or account management
* Experience working in a high-volume ticketing environment a plus
* Strong communication skills, both written and verbal
* Comfortable leading calls and presenting to clients
* Problem-solving mindset with attention to detail
* Ability to manage multiple conversations and priorities simultaneously
* Engaging, customer-first personality
* Ability to stay calm and effective under pressure
* Strong time management and organizational skills
* Ability to quickly learn and explain technical concepts to non-technical users
* Proactive mindset with the ability to anticipate client needs
* Strong follow-up and ownership mentality - doesn’t let tasks slip through the cracks
* Experience and a preference for working remotely
* Flexibility to adapt to changing priorities in a fast-paced environment
* Data-driven approach to tracking customer issues and improving processes
* Ability to identify patterns in customer feedback and suggest improvements
Availability & Expectations:
* Willingness to support peak business periods (November and December), no vacation permitted during peak season except for the observance of federal holidays
* Availability during standard business hours, with flexibility as needed
About the company:
Gifted is a global employee recognition and client gifting platform built to remove the operational friction from corporate gifting. We enable companies to automate milestone-based rewards while giving employees the freedom to choose what they value most. Our free-to-use model and global catalog position us as a scalable platform modernizing how companies recognize their people.
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