Gifted | Client Success Agent

About the Position

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 is 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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