Sponsorworks
Customer Onboarding and Support Specialist (SaaS / Corporate Hospitality)
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About Sponsorworks
Sponsorworks is the world’s leading cloud platform for global sponsors and rights holders to manage and evaluate their corporate ticketing and hospitality programmes.
Our automation software is used by leading agencies, sponsorship teams and corporate event teams worldwide. We help organisations provide their colleagues and guests with a brilliant digital experience, while giving them the tools and insights they need to measure outcomes and improve future decision-making.
Brands using our platform include NatWest, Diageo, BP, Qatar Airways and Aviva. We enable customers to manage guest programmes for some of the world’s biggest sporting and entertainment events, including World Cups, the Olympics, Champions League, Six Nations and the Euros, as well as expos, concerts and festivals.
Following a period of rapid growth and external investment, we are expanding our team as we continue to cement Sponsorworks as the market leader.
This is an exciting time to join us for the ride.
About the Role
Job Title: Customer Onboarding and Support Specialist
Location: Remote-first, with occasional customer meetings in London and team meet-ups
Salary: £35,000
We are looking for a highly organised and customer-focused Customer Onboarding and Support Specialist to join our growing Customer Success team.
In this role, you will be at the forefront of our day-to-day customer experience, combining customer support responsibilities with an important role in the onboarding and implementation of new customers.
You will become a platform super-user, helping customers resolve queries, troubleshoot issues and get the most from Sponsorworks. Alongside your support responsibilities, you will work closely with our Customer Success Managers to assist with customer onboarding, platform configuration, ticketing and hospitality operations, training and other customer success initiatives.
We are looking for someone who enjoys solving problems, is confident communicating directly with customers and has a natural ability to quickly learn and understand software.
This is a remote-first role, with approximately three to four team meet-ups per year, as well as occasional in-person customer meetings and training sessions. Travel expenses for required in-person meetings will be covered.
Key Responsibilities
Customer Support
A core part of the role will be providing a consistently high standard of day-to-day support to our customers.
- Respond to customer questions and support requests in a timely, professional and helpful manner.
- Troubleshoot customer queries and platform issues, identifying solutions and ensuring customers are kept informed.
- Take ownership of support queries through to resolution, escalating technical issues to the appropriate internal teams where required.
- Develop a strong understanding of how individual customers use Sponsorworks so that you can provide relevant and informed support.
- Help maintain high levels of customer satisfaction through clear communication, responsiveness and effective problem-solving.
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Customer Onboarding
You will play an active role in supporting the successful implementation and onboarding of new Sponsorworks customers.
- Work alongside Customer Success Managers to support new customer implementations from kick-off through to go-live.
- Assist with the configuration and preparation of new customer platforms.
- Help manage customer data, platform content and other materials required throughout the onboarding process.
- Support the preparation and delivery of customer training sessions.
- Help troubleshoot questions and challenges that arise during implementation.
- Support customers as they transition from onboarding into ongoing use of the Sponsorworks platform.
- Help ensure every new customer has a smooth and positive onboarding experience.
Customer Ticketing & Hospitality Operations
- Work closely with customers to support the delivery of their ticketing and corporate hospitality programmes.
- Assist customers with the day-to-day operation of their Sponsorworks platform.
- Support customers with platform configuration, guest management, reporting and other operational requirements.
- Develop an understanding of each customer’s programme and processes, enabling you to provide informed advice and support.
- Work alongside Customer Success Managers to help ensure customers are getting the most from the platform.
Product Expertise
A key part of the role will be becoming a Sponsorworks platform super-user.
- Develop a detailed understanding of the Sponsorworks platform and its functionality.
- Confidently explain platform features and functionality to customers.
- Troubleshoot customer questions and identify the appropriate solution or next step.
- Keep up to date with new features, functionality and platform improvements.
- Share your product knowledge with customers and colleagues.
Documentation & Training
- Assist with the creation and maintenance of internal and customer-facing documentation.
- Create clear and engaging guides, FAQs, tutorials and training materials.
- Identify common customer questions that could be addressed through improved documentation or self-service resources.
- Help ensure customer-facing guidance remains accurate as the platform develops.
Internal Collaboration
- Work closely with Customer Success Managers to provide a joined-up experience for our customers.
- Collaborate with our Product and Development teams when investigating customer issues or requirements.
- Share recurring customer feedback and support trends with the wider team.
- Help identify opportunities to improve our platform, onboarding processes, support processes and overall customer experience.
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What We’re Looking For
Necessary Experience
You should:
- Have 2+ years’ experience in a customer-facing role, ideally within SaaS, software, events or ticketing.
- Have a natural ability to quickly learn and adapt to new software and digital tools.
- Communicate clearly and confidently, both in writing and verbally.
- Enjoy building positive relationships with customers.
- Be highly organised, efficient and methodical, with the ability to manage multiple priorities at once.
- Have strong problem-solving skills and be comfortable investigating challenges and finding solutions.
- Be confident handling data using Excel and interested in using data and insights to improve customer outcomes.
- Be comfortable working independently within a remote environment while collaborating closely with the wider team.
- Have a keen interest or passion for the sports, events and/or entertainment industries.
- Be keen to develop your career within Customer Onboarding, Customer Support and Customer Success.
Salary & Benefits
Salary
£35,000
Benefits
You will also receive:
- New PC, second monitor and accessories.
- 25 days’ annual leave plus public holidays.
- 5% matched company pension contribution.
- £500 contribution towards your home-office set-up.
- Quarterly team meet-ups.
- A remote-first working environment.
- The opportunity to work on exciting projects supporting major sports and entertainment events.
What You’ll Need to Apply
Please provide:
- Your CV.
- A covering letter explaining why you would be a strong candidate for the role.
- Completion of any additional application questions included within the application form.
Application Process
Our recruitment process consists of four stages:
-
Application
Application form, CV and covering letter. -
Video submission task
Short 10-minute exercise -
First Interview
30–45 minute interview with the Customer Success Team Lead. -
CEO Interview
30-minute interview with our CEO. -
Practical Exercise
One-hour practical exercise with the Customer Success Team Lead.
How to Apply
Interested candidates should submit their CV and covering letter detailing their relevant experience via the Apply button.
Sponsorworks is an equal-opportunity employer and encourages applications from candidates of all backgrounds.
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