Customer Success Specialist - Givee - Remote

Who are we?

Polyconcept North America (PCNA) is the industry’s biggest and most diverse offering of promotional products and decoration services. Our employees are spread across six locations.

What we offer you

• Full healthcare and benefits! The health and wellness of our employees is important to us, that’s why we offer benefits including medical, vision, dental, short-term disability, and more!
• Flexible scheduling
• 401k Matching
• Generous Paid Time Off and Holidays
• PCNA Cares Share Fund – donating to teammates in times of need

Why you will make it your career

• We invest heavily in modernization, operating more efficiently with cutting edge digital technology
• We value our employee’s contributions in a collaborative and inclusive work environment
• Our culture encourages listening, understanding and a sense of empathy makes PCNA stronger
• As the industry leader for environmental responsibility, sustainability is the key to every decision we make

Our Values

Delight Customers: Treat our customers the way you’d like to be treated.

Work Smart: Time is valuable. Focus on the things that can have the biggest impact on our business and customers. Be inquisitive and innovative

Think Team: Work together to get the job done. Be inclusive and collaborative.

Own It: Be accountable. Embrace challenges as opportunities, roll up your sleeves and make it happen.

Say It Like It Is: Be candid, honest and respectful. Offer constructive insights and welcome other’s input.

Our Businesses

Leed’s is the premier supplier of high-quality promotional products, with goods ranging from pens and drinkware to bags and mobile tech. Bullet is a leading supplier of low-price promotional products,​ offerin​g deep inventory, reliable service and 24-hour turnaround. Trimark, a member of PCNA, is a leading developer and manufacturer of logo'd apparel for the Canadian and U.S. promotional industries. Trimark sells logo'd apparel across 6 different categories; Polos, T-Shirts and Tops, Woven Shirts, Knits and Fleece, Jackets, and Accessories, including Headwear. At JournalBooks, we believe in creative minds working together to create something truly unique in journals and planners. ETS has always sought to provide the very best in service, product selection, printing capabilities and competitive pricing, focused on drinkware, ETS offers a broad range of high quality drinkware categories. Spoke’s print-on-demand solutions and premium product assortment are standing by to help expand your inventory and fulfill your event and gifting needs!

The Position

The Customer Success Specialist at Givee, plays a critical role in ensuring our customers achieve success with our platform. Primary responsibility will be to assist customers in using the Givee product effectively, offering support, troubleshooting issues, and providing an exceptional experience. This role will collaborate with the product, operations, and customer support teams to deliver seamless service and ensure customer satisfaction.

Givee is an innovative brand operating under our parent company PCNA. We are revolutionizing the process of company gifting, events and employee appreciation. Givee’s mission is to simplify gifting, eliminate complexities and reduce waste while fostering gratitude, strengthening relationships, and promoting a culture of appreciation. By providing personalized and meaningful gifts, we empower organizations to engage effortlessly in thoughtful gifting, all while minimizing environmental impact.

Key Responsibilities

• Serve as the primary point of contact for customer inquiries, offering timely and effective support.
• Assist clients in navigating the Givee platform, including store setup, order management, and troubleshooting.
• Educate distributors and clients on the platform's features and best practices to maximize their success.
• Collaborate with the product and operations teams to resolve customer issues and ensure continuous improvement of the product experience.
• Manage and prioritize customer cases, ensuring prompt resolutions and clear communication.
• Provide feedback to the product and development teams based on customer interactions to help shape product improvements.
• Keep customers informed about new features and updates, offering guidance on how they can benefit from enhancements.
• Maintain accurate records of customer interactions, inquiries, and resolutions to ensure smooth coordination with other teams.
• Develop and update customer-facing resources, including FAQs, user guides, and training materials.
• Build strong relationships with customers by delivering exceptional service and ensuring their long-term success with the Givee platform.

Skills and Knowledge

• Strong communication and interpersonal skills, with a focus on relationship-building and customer satisfaction.
• Problem-solving skills and the ability to resolve customer inquiries with professionalism and empathy.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong attention to detail and a proactive attitude toward improving customer experiences.

Minimum Qualifications Required

• 2-4 years of experience in customer success, customer support, or a similar role, ideally within a SaaS or tech environment.
• Experience with customer support tools, CRM software, and ticketing systems.
• Experience with SaaS platforms or eCommerce tools is a plus.

Together We Inspire Pride

We want our team members to be proud of the essential work they do, our commitment to the sustainability, and the overall customer experience.  We are a culture that will invest heavily in our people, our company and in state-of-the-art technology to be at the forefront of innovation.

**********************************************

PCNA is an equal opportunity employer. PCNA provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, or any characteristic applicable under state, federal and local laws.