Join the Seed&Spark crew.

We’re building a new kind of company at Seed&Spark. One where you don’t have to check your humanity at the door. We’re cultivating a culture that’s empowering and equally fosters personal and professional growth. A culture that prioritizes getting to the best idea, regardless of where it originated. One that is flexible enough for us to lead rich, creative lives outside of work. One that acknowledges that when you spend this many of your waking hours together, it should feel like family.

Who we're looking for

Customer Support Manager

remote - U.S. based

Full-time

About the Role
This role is responsible for overseeing and handling all crowdfunding customer support. A Customer Support Manager with Seed&Spark should be a Subject Matter Expert (“SME”) in our client interfacing site, admin workspace and associated support tools such as Intercom. 

The Customer Support Manager will field customer inquiries via chat, email, social and phone, serving as the primary representative managing all tiers of customer support. This role will also identify pain points for users and, with a problem-resolution mindset, be a liaison between the internal product & engineering team and external customers to help all sides have a clear and level-appropriate understanding of issues. This manager will serve as the face of Seed&Spark to crowdfunding campaign owners, their team representatives and campaign backers, providing a customer-friendly, customer service mindset when assisting them. 

You are part of the Creator Success team, reporting directly to the Head of Creator Success, and will work closely alongside Product Management to ensure our customers are well represented in our internal decision-making while also building a sustainable, scalable business. This is a full-time position.
 
About YOU
You love helping others. People are your jam. And with your customer support experience, you have no problem sharing a few stories about times that you really showed up for a customer, or helped them in an impactful way. You’ve been in the customer support game for a little while now and know how to connect with different kinds of people. You definitely have strong writing and communication skills, and when needed, can cater the same information to people who need to hear it differently.
 
We are all working remotely for the foreseeable future, so it’s important that you are proactive in your internal and external communication. You’re a team player, and we’re looking forward to building a team environment in which we care for each other’s psychological safety, have our voices heard and shift each others’ perspectives. 


Expected Outcomes for the Customer Support Manager:
  • Achieve OKR and KPI targets
  • High customer satisfaction scores
  • 100% compliance on customer support SLAs
  • Consistent, efficient customer support reporting


Core Activities for the Customer Support Manager:
  • Own crowdfunding customer support, from empathetically answering questions and solving problems via chat, email, social and phone, to tracking questions, and observing points of improvement to relay to the product team and creator team. Support includes:
    • Tier 1 customer service support to Seed&Spark creators and customers, providing information and answers to platform inquiries and technical questions. This can include accessing the administrative end of our crowdfunding platform.
    • Tier 2 technical customer service support issues, managing the issue directly or, when appropriate, facilitate troubleshooting and resolutions of those issues with Seed&Spark team members, using established escalation paths. Common tier 2 issues include working with Stripe, our payment processor, to help address payment-related issues with creators or their backers. Other issues may include accessing other 3rd party applications integrated with our crowdfunding platform.
    • Manage support tickets in a timely manner, opening, tagging and closing out tickets within Seed&Spark’s established SLAs
    • Maintain an empathic and positive approach with customers
  • Provide customer support management best practices:
    • Oversee the hiring, onboarding and work of 3rd party support agents
    • Create and maintain clear support documentation, process requirements & customer knowledge base (ex: FAQs)
    • Share tips and processes with other business units as requested
  • Monitor successful campaign payout processes, troubleshooting, working with engineering and working with the payment processor to resolve issues, as needed 
  • Creatively come up with workarounds in times of need, communicating those solutions with the appropriate team members.
  • Report and triage priority bugs and issues with product and engineering
  • Organize and deliver customer support KPI reporting, such as reports on types of issues received, addressed, escalated, etc
  • Create and schedule customer support channel Out of Office messaging as needed
  • Participate in Product & Engineering SCRUM processes and ceremonies, as needed
  • Be back-up support for Film Forward when needed (Film Forward is another business unit within Seed&Spark)
  • Other support-related duties as needed or requested by manager or the business
  • Write quarterly OKRs and update progress to management on a monthly basis
  • Ensure proper documentation of process flow, necessary deliverables, and timelines for coverage and training purposes.
  • Proactively communicate roadblocks
  • Assist with hiring and onboarding of new team members, as needed
  • Represent Seed&Spark's values in the world, with a deep commitment to diversity and inclusion

Preferred skills and experience:
  • 3+ year(s) in a customer support role working across multiple channels - chat, email, social and phone
  • A love for working with customers
  • Excellent written and verbal communication skills
  • Experience with Intercom, managing tickets, creating and delivering reports and updates against goals
  • Proven success in creative problem solving
  • Experience working with creators or artists is a plus
  • People management or vendor management is a plus
  • Passion for diversity and inclusion
  • Fluent in English
  • Team player attitude
  • Strong time management and organizational abilities
  • Highly responsive and reliable
  • Growth Mindset
  • Quick learner

Sales Development Representative (SDR)

remote - U.S. based

Full-time

About the Role
Film Forward is an enterprise SaaS platform to drive behavior change inside organizations. We’re seeking a qualified Sales Development Representative (SDR) to find and screen potential customers who can benefit from our products and services. Your role is to develop and expand our portfolio of corporate clients and partners for this mission-driven product. As the first line of communication with prospects, the SDR has a strong understanding of the sales process, excelling at researching leads, starting new relationships, and setting our sales closers up for success. This role also has a deep commitment to inclusion, and can comfortable speak about diversity, equity and inclusion topics.

You are part of the Film Forward Sales team, reporting directly to our Sales Impact Manager, and will work closely alongside Marketing, Customer Success and Product to ensure our product is positioned successfully. This role can grow with you, as we grow the business. This is an exciting opportunity within our team, using your skills to help expand Film Forward’s footprint in the market.  This is a full-time position.
 
About YOU
You have a passion for connecting with people, solving problems and growing a more empathetic world. Did we mention these are film-based educational tools? A love for all things storytelling definitely helps in this job. You should be a quick learner with strong communication skills, and have the ability to showcase our Film Forward product offerings in a compelling way. Every potential customer is an opportunity to expand the reach of our powerful platform to drive change at the individual and organizational level. You will be ready to hear a lot of no’s and keep going knowing a yes is just around the corner. You are not afraid of picking up the phone and cold calling. You are comfortable working with a diverse team and client base, and are ready to expand what it means to be inclusive in your communication and practices (because we’re all learning all the time).

We are all working remotely for the foreseeable future, so it’s important that you are proactive in your internal and external communication. You’re a team player, and we’re looking forward to building a team environment in which we care for each other’s psychological safety, have our voices heard and shift each others’ perspectives. 

Expected Outcomes for the SDR:
  • Meet or exceed quarterly lead generation targets set together with Sales Manager
  • Produce high quality qualified leads

Core Activities for the SDR:
  • Represent our company’s products and services to new prospects on phone calls and emails
  • Manage and maintain a pipeline of interested prospects and engage sales executives for next steps
  • Conduct consumer research and build lists of prospects
  • Generate leads and build relationships by nurturing warm prospects and finding new potential sales outlets utilizing LinkedIn, Pipedrive, cold calling, and email to generate new sales opportunities
  • Identify prospect's needs and suggest appropriate products/services
  • Build long-term trusting relationships with prospects through consistent engagement
  • Proactively seek new lead generation opportunities
  • Identify best practices to refine the company’s lead generation playbook
  • Set up meetings or calls between (prospective) customers and sales executives
  • Support sales executives in delivering the appropriate proposals to clients
  • Report to sales manager with weekly, monthly, and quarterly results
  • Provide candid feedback on challenges in timely fashion to meet goals
  • Write quarterly individual OKRs and update progress to management on a monthly basis
  • Ensure proper documentation of process flow, necessary deliverables, and timelines for coverage and training purposes.
  • Proactively communicate roadblocks
  • Assist with hiring and onboarding of new team members, as needed
  • Assist with other sales team-specific activities, as needed
  • Represent Seed&Spark's values in the world, with a deep commitment to diversity and inclusion

Preferred skills and experience:
  • Bachelor’s degree or at least 1 year of relevant work experience
  • Prior experience as a sales development rep with a track record of achieving sales quotes
  • Excellent communication skills via phone and email
  • Proven creative problem-solving approach and strong analytical skills
  • Strong desire and ability to move up within a sales organization
  • Highly motivated self starter
  • Proficiency with Pipedrive, Asana, or other CRM software
  • Remote position, preferably working in the U.S. East Coast time zone
  • Passion for diversity, equity and inclusion
  • Strong time management and organizational abilities
  • Growth Mindset
  • Quick learner

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