[Remote] Customer Support Specialist
Note: The job is a remote job and is open to candidates in USA. TeamSnap is a sports and communication platform dedicated to enhancing youth sports experiences. As a Customer Support Specialist, you will deliver exceptional customer service, resolve issues, and provide tailored solutions to ensure a smooth experience for B2B customers.
Responsibilities
- Deliver an exceptional customer experience through email, chat, and the occasional call, turning every interaction into a “WOW” moment
- Take full ownership of customer issues - digging in, resolving challenges, and knowing when to escalate to the right touchpoint
- Experiment and explore in test environments to recreate customer scenarios, uncover product nuances, and solve problems where no playbook exists
- Anticipate customer needs and provide tailored solutions that help them get back to the field quickly and confidently
- Consistently hit performance goals around productivity, customer satisfaction, and reliability
Skills
- A customer-first mindset, bringing a friendly, professional, and solutions-focused attitude to every interaction
- Strong technical skills with the ability to guide users of all experience levels through our platform
- Genuine excitement for solving problems, uncovering solutions, and deepening your product expertise
- Natural curiosity and resourcefulness to dig in, recreate issues, and learn through hands-on exploration when clear steps aren't documented
- Excellent written and verbal communication skills
- A proven track record of high performance in customer or technical support roles
- Deliver an exceptional customer experience through email, chat, and the occasional call, turning every interaction into a 'WOW' moment
- Take full ownership of customer issues - digging in, resolving challenges, and knowing when to escalate to the right touchpoint
- Experiment and explore in test environments to recreate customer scenarios, uncover product nuances, and solve problems where no playbook exists
- Anticipate customer needs and provide tailored solutions that help them get back to the field quickly and confidently
- Consistently hit performance goals around productivity, customer satisfaction, and reliability
- This role requires working core hours of 8:30 a.m.–5:00 p.m. Pacific Time
- Experience in SaaS or tech start-up environments
- A background as an admin, parent, coach, or participant in recreational sports
- Ability to work 8:30am-5pm PST
Benefits
- Unlimited PTO and paid parental leave for ALL parents (not just primary or secondary)
- 100% premium coverage of medical/dental/vision for you and your family
- 401K to help you invest for the future
- $1,500 annual learning and development stipend
- Travel to fun locations for all-company meetings and team events
- Generous home office allowance to set you up for success
- TeamSnap SWAG to our store upon starting and a $50 credit on every work anniversary thereafter
- A monthly stipend reimbursement for health & wellness and so much more!
Company Overview