Customer Support Specialist at TeamSnap in Remote

Summary: TeamSnap is a sports and communication platform dedicated to enhancing youth sports experiences. As a Customer Support Specialist, you will provide exceptional support to B2B customers, ensuring they have the tools and guidance needed for a successful season. Responsibilities: - Deliver an exceptional customer experience through email, chat, and the occasional call, turning every interaction into a “WOW” moment - Take full ownership of customer issues - digging in, resolving challenges, and knowing when to escalate to the right touchpoint - Experiment and explore in test environments to recreate customer scenarios, uncover product nuances, and solve problems where no playbook exists - Anticipate customer needs and provide tailored solutions that help them get back to the field quickly and confidently - Consistently hit performance goals around productivity, customer satisfaction, and reliability Required Qualifications: - Flexible with working hours, including occasional evenings or weekends - Deliver an exceptional customer experience through email, chat, and the occasional call - Take full ownership of customer issues - digging in, resolving challenges, and knowing when to escalate to the right touchpoint - Experiment and explore in test environments to recreate customer scenarios, uncover product nuances, and solve problems where no playbook exists - Anticipate customer needs and provide tailored solutions - Consistently hit performance goals around productivity, customer satisfaction, and reliability - A customer-first mindset, bringing a friendly, professional, and solutions-focused attitude - Strong technical skills with the ability to guide users of all experience levels - Genuine excitement for solving problems and deepening product expertise - Natural curiosity and resourcefulness to dig in and learn through hands-on exploration - Excellent written and verbal communication skills - A proven track record of high performance in customer or technical support roles Preferred Qualifications: - Experience in SaaS or tech start-up environments - A background as an admin, parent, coach, or participant in recreational sports - Comfort working a flexible schedule, including occasional nights or weekends as needed Required Skills: Customer experience, Technical skills, Problem-solving Important Skills: SaaS experience Nice-to-Have Skills: Curiosity, Resourcefulness, Communication skills, Flexibility Benefits: Unlimited PTO and paid parental leave for ALL parents (not just primary or secondary), 100% premium coverage of medical/dental/vision for you and your family, 401K to help you invest for the future, $1,500 annual learning and development stipend, Travel to fun locations for all-company meetings and team events, Generous home office allowance to set you up for success, TeamSnap SWAG to our store upon starting and a $50 credit on every work anniversary thereafter, A monthly stipend reimbursement for health & wellness and so much more!