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We combine fun, thoughtful experiences with advanced technology to take the guesswork out of gifting.
Product Support Specialist
Location
United States
Posted
105 days ago
Salary
$54K - $69K / year
Seniority
Senior
Job Description
Product Support Specialist
Snappy
• Manage a high volume of chat and email support inquiries with empathy, clarity, and speed. • Host live Zoom and phone sessions for platform walkthroughs, setup assistance, troubleshooting, and high-stakes seasonal events (e.g., Holiday Sends). • Guide clients through dashboard navigation, campaign setup, and complex feature usage. • Facilitate account updates including plan changes, configurations, and upgrade guidance. • Support campaign execution to ensure settings align with client budgets and timelines. • Partner cross-functionally with Billing, SWAG, Product, and R&D to resolve issues efficiently. • Identify, log, and track technical issues while advocating for timely resolution. • Contribute to internal documentation and the external knowledge base to improve self-service. • Act as the voice of the customer by surfacing trends, feedback, and feature requests.
Job Requirements
- 1–3 years of experience in customer support, product support, or technical support (SaaS experience preferred)
- Strong written and verbal communication skills with a professional and friendly tone
- Excellent troubleshooting skills and the ability to simplify complex concepts
- Experience using support platforms such as Zendesk, Intercom, or similar tools
- 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
- Paid family leave
- Snappy Summer Fridays (which we enjoy year-round!)
- Snappy gifts for employee recognition and appreciation
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