Customer Support Specialist

Customer Support Specialist

Location: Full-Time, In-Office Whippany, New JerseyThe Role

At Giftogram, appreciation isn't just what we do-it's who we are. As a Customer Support Specialist, you'll play a vital role in ensuring our clients feel valued, supported, and empowered every time they interact with us. You'll be the go-to problem solver and helpful guide for customers navigating our platform-from their first question to all their gifts sent.

This role is all about responsive and thoughtful support. You'll deliver fast, friendly service to help clients overcome obstacles, troubleshoot issues, and feel confident using Giftogram to show appreciation in meaningful ways. Your empathy, attention to detail, and product knowledge will turn everyday support moments into memorable customer experiences.In This Role, You'll:

• Serve as the first point of contact for customer inquiries via email, chat, and phone-resolving issues promptly and professionally.
• Troubleshoot common platform questions, gift delivery concerns, and redemption issues, escalating more complex problems when needed.
• Become a product expert and provide guidance on how to best use Giftogram's features, tools, and services.
• Deliver consistent, empathetic communication that makes clients feel heard, understood, and appreciated.
• Keep accurate records of support interactions using internal systems and contribute to a growing knowledge base.
• Collaborate with the Customer Success, Product, and Engineering teams to ensure smooth handoffs and continuous improvement in the customer experience.
• Spot patterns in support issues and share feedback to help shape future product and service enhancements.

You'll Thrive in This Role If You Are:

• A people person with 1-2 years of experience in a customer support or service role (bonus points if it's in SaaS, HR tech, or e-commerce).
• Patient, empathetic, and a natural problem-solver-you find satisfaction in helping others succeed.
• Clear and confident in written and verbal communication.
• Detail-oriented and organized-you can juggle multiple tickets without losing track.
• Tech-savvy and quick to learn new tools and systems.
• Energized by working in a fast-paced, team-oriented environment.
• Excited to be part of a company that puts appreciation and connection at the center of everything we do.

Why Giftogram?

We're on a mission to reimagine how businesses show appreciation-and we believe our people are at the heart of that mission. At Giftogram, you'll join a collaborative, purpose-driven team that cares deeply about our customers and each other. We start and end with appreciation-in every relationship and every role.