Senior Customer Support Representative – Tysons Corner/Reston, VA

Rybbon is looking for a Senior Customer Support Rep to join our fast-growing Support Team. The ideal candidate will help customers successfully use our online digital rewards service. This is a great opportunity for aspiring Customer Support professionals who are passionate about working for a global company and interacting with global customers.

You will love this role if you yearn for a support role with a customer centric culture, advancement opportunities and great executive support.

Who We Are :

Rybbon is an online platform for marketers to manage e- gift campaigns like Amazon or Visa e-gift cards. Marketers love how Rybbon makes it easy to send gifts to hundreds and thousands of recipients. Rybbon gives marketers one-stop access to 50+ global e-gift cards, donations and cash rewards. Rybbon is the only integrated gifting partner for the top marketing & survey platforms such as Marketo, HubSpot, SurveyMonkey and Qualtrics.

Rybbon is at the forefront of the digital wave sweeping the $170B rewards industry. Rybbon has grown rapidly to more than 1,000 customers with 5-star ratings on G2Crowd and Capterra. Rybbon is based in Tysons Corner, VA.

Senior Customer Support Representative Key Responsibilities:
  • Play a key role in a 5 person Support Team, lots of room for growth & advancement
  • Perform customer due diligence process for new Account and Reward Approvals
  • Coordinate the resolution of any customer issues and complaints by leveraging internal resources
  • Identify mismatched expectations between customers and Rybbon Inc. and work to gain alignment and implement changes to ensure expectations are met and exceeded on both sides.
  • Proactively identify risk in customer escalation and resolve with proper solutions.
  • Escalate advanced technical problems or product issues to the product team and management, and manage communication until resolution
  • Collaborate and innovate with executives and team to create efficient processes and messaging in helping build the Support Team
  • Implement best-in-class customer support practices with customers to provide quality and excellent customer experience
  • Achieve performance metrics and goals set by management
Required Qualifications for Senior Customer Support Representative:
  • Four-year college degree
  • 2-5 years of customer support or account management experience, preferably in B2B SaaS customer support
  • Excellent communication skills, both verbal and written( writing samples required )
  • Track record of high achievement – tell us what you’ve done that makes you a winner!
  • Integrity, energy, and genuine desire to understand and solve customer pain points
  • Critical thinking and problem-solving skills
  • Experience with tools like Zendesk, Ticketing System a plus
  • Previous support experience in digital rewards, gifting, research, marketing or survey tools a plus.
What we Offer:
  • Growth and advancement opportunities
  • Health & retirement benefits. Generous paid time off. Holiday schedule.
  • A culture that values creativity, integrity and passion for delivering an awesome customer experience
  • When we’re not in a global pandemic! We offer…
    • Fun and vibrant office with game room, relaxation room with massage chairs and outdoor patio
    • Unlimited coffee, tea and craft beer
    • Free access to a gym
    • Great location: Walk to Greensboro Metro station, free parking, bike storage, locker storage
Start: Immediate
Location: Tysons Corner/Reston, VA