Customer Support Specialist

Summary

Join TeamSnap as a Customer Experience Agent and contribute to a winning experience for our customers and team members. You will play a pivotal role in providing top-notch support to our B2C customers through email and chat, ensuring they receive the help they need to navigate our app and website products. This role requires strong technical acumen, excellent communication skills, and a proven track record in customer support. You will be responsible for resolving customer issues, providing valuable feedback, and maintaining performance metrics. TeamSnap offers competitive compensation, starting at $20 per hour, and is committed to equitable pay.

Requirements

• Possess a positive attitude, always ready to extend help and support in a friendly and professional way
• Demonstrate strong technical acumen, able to dig into products and help customers of varying degrees of technical fluency
• Show excitement to help customers discover solutions and gain a deep understanding of our platforms to enhance their overall experience
• Possess excellent communication skills, both verbal and written
• Have a proven track record of high performance as a CX or Tech Support Agent

Responsibilities

• Deliver a “WOW” customer experience through email and chat to assist a diverse range of end users
• Take ownership of customer issues, dive deep to uncover root causes, solve problems effectively, and provide valuable feedback to improve our products and processes
• Seek to understand customer needs and ensure they receive the resolution they need to get back on the field
• Maintain performance metrics including productivity, customer happiness scores, and attendance

Preferred Qualifications

• Have prior experience in a SaaS or technology start-up support environment
• Have experience as a parent, coach, or participant in recreational sports

Benefits

Minimum hourly compensation rate of $20 per hour, inclusive of bonuses or commissions