Client Support Specialist

Summary

Join Snappt's growing team as a Client Support Specialist, providing excellent customer service and training. You will be the primary point of contact for clients, ensuring they effectively utilize Snappt's platform. The ideal candidate possesses a positive attitude, patience, and empathy, delivering world-class service. Responsibilities include client interaction, technical support, product knowledge training, onboarding, gathering client feedback, and performance monitoring. You will collaborate with sales and partnerships teams for smooth 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

• Client Interaction - Be the face of Snappt! 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
• Technical Support - 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
• Product Knowledge & Ongoing Training - Be the expert! 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
• Onboarding - 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
• Client Feedback - Be the conduit between our customers and our Product team! Relay any feedback to our internal teams so we can continue to evolve our product offerings
• Client Satisfaction - Deliver a best-in-class experience for our clients and track both general NPS and transactional NPS for our customers
• Metrics & Reporting - Monitor your performance through reporting while exploring for correlation and causation through thoughtful data analysis
• Cross-functional collaboration with our Sales & Partnerships team - 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 a plus
• Experience leveraging CRM platforms like Salesforce and ChurnZero a plus

Benefits

• Annual Base Salary: $65,000
• Snappt is a remote-first organization