On behalf of RewardsTech Client #1, 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:
A global recognition and gifting platform helping companies automate employee milestones — work anniversaries, onboarding, performance rewards — while letting recipients pick their own gift from an international catalog. The platform operates on a free-to-use model for employers and earns on the catalog side.
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