Client Support Specialist

Summary

Join Snappt as a Client Support Specialist and be a key part of our growing team, delivering exceptional customer service and training. You'll be the primary point of contact for clients, ensuring they maximize their Snappt experience. The ideal candidate is positive, patient, and empathetic, providing world-class service. This role involves direct client interaction, technical support, product training, onboarding, and gathering client feedback. You will also collaborate with sales and partnerships teams for seamless client transitions. Snappt is a remote-first organization, offering a flexible work environment.

Requirements

• 1-2 years in Customer Service or similar background
• Strong communication and presentation skills
• Ability to create and modify procedures in a rapidly growing environment
• Strong customer service skills for developing and maintaining long-term relationships with old and new clients
• Organizational skills to keep records for client accounts and maintain multiple accounts at once
• Written and verbal communication skills for maintaining good relationships with clients
• Problem-solving skills for identifying and addressing client concerns
• Passion for our product and core values
• Entrepreneurship, creative thinking
• Ability to analyze and interpret data

Responsibilities

• Provide prompt responses to inquiries, and match your product knowledge with care and empathy for our clients
• Deliver on-demand or live training with new customers
• Manage all incoming questions about our platform, and how it works, and provide a solution-based approach to our clients
• Report bugs, communicate issues to the broader team, and provide updates to our clients
• Use your depth of knowledge to guide our clients to the right solutions for the issues at hand
• Provide ongoing training to help with staff turnover and overall property performance
• Ensure that our clients have a smooth onboarding experience while they are getting accustomed to our product
• Be the guide for their questions and educate them on best practices as you train them to use our platform
• Relay any feedback to our internal teams so we can continue to evolve our product offerings
• Deliver a best-in-class experience for our clients and track both general NPS and transactional NPS for our customers
• Monitor your performance through reporting while exploring for correlation and causation through thoughtful data analysis
• Ensure a smooth transition from our sales team as we bring on new clients
• Work cross-functionally with both our Sales and partnership team to deliver a great experience for our direct and indirect customers

Preferred Qualifications

• Experience in multifamily housing
• Experience leveraging CRM platforms like Salesforces and ChurnZero

Benefits

• Remote work
• Company-supported retreats and events
• Annual Base Salary: $65,000