Note: The job is a remote job and is open to candidates in USA. TeamSnap is a sports and communication platform focused on simplifying youth sports administration and communication. The Customer Support Specialist will support B2B customers through email, chat, and occasional calls, resolving issues, recreating scenarios, providing tailored solutions, and meeting customer experience performance goals.
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
- TeamSnap is a fully remote company, so you need to be very comfortable working with people who aren't in the same time zone as you
- We can only hire permanent US residents at this 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
- Remote-first work arrangement
- Unlimited PTO
- Paid parental leave for all parents
- 100% premium coverage of medical, dental, and vision insurance for you and your family
- 401(k) plan
- $1,500 annual learning and development stipend
- Travel to fun locations for all-company meetings and team events
- Generous home office allowance
- TeamSnap swag upon starting and a $50 credit on every work anniversary thereafter
- Monthly stipend reimbursement for health and wellness
- Bonus included in compensation
Company Overview