Job Description

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 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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