Product Support Specialist - Remote

Overview

Snappy is looking for a Product Support Specialist to join our Central Operations team. In this role, you will serve as the front line of communication for clients navigating the Snappy dashboard, providing technical support, campaign assistance, and account guidance.

In Short

• Manage a high volume of chat and email support inquiries.
• Host live Zoom and phone sessions for platform walkthroughs.
• Guide clients through dashboard navigation and campaign setup.
• Facilitate account updates and support campaign execution.
• Partner cross-functionally with Billing, SWAG, Product, and R&D.
• Identify, log, and track technical issues.
• Contribute to internal documentation and external knowledge base.
• Act as the voice of the customer by surfacing trends and feedback.

Requirements

• 1–3 years of experience in customer support or technical support.
• Strong written and verbal communication skills.
• Excellent troubleshooting skills.
• Experience using support platforms such as Zendesk or Intercom.
• Comfort working cross-functionally with product and engineering teams.
• A passion for delivering exceptional customer experiences.

Benefits

• Free healthcare, including vision and dental.
• Generous 401k match.
• Flexible PTO and paid family leave.
• Snappy Summer Fridays and employee recognition gifts.
• A culture of appreciation and fun.