About the job
Location: Remote – U.S. (East Coast Preferred; working hours aligned to EDT)
Compensation: We are committed to transparency in compensation. The total compensation for this position is competitive, offering a base salary range of $54,000–$69,000, along with an annual target bonus.
About the Role
Snappy is eager to welcome a Product Support Specialist to our dynamic Central Operations team. In this pivotal role, you will be the primary point of contact for clients using the Snappy dashboard, delivering exceptional technical support, campaign assistance, and account management. You will collaborate closely with our Product, R&D, Billing, and SWAG teams to guarantee a seamless and satisfying customer experience. This is a unique opportunity to take charge of high-impact support interactions while directly influencing product enhancements through customer feedback.
Your Responsibilities:
- Effectively manage a high volume of chat and email support inquiries with empathy, clarity, and efficiency.
- Conduct live Zoom and phone sessions for platform walkthroughs, setup assistance, troubleshooting, and crucial seasonal events (e.g., Holiday Sends).
- Assist clients in navigating the dashboard, setting up campaigns, and utilizing complex features.
- Facilitate account updates, including plan changes, configurations, and upgrade guidance.
- Support campaign execution to ensure settings are in line with client budgets and timelines.
- Work cross-functionally with Billing, SWAG, Product, and R&D teams to resolve issues promptly.
- Identify, log, and track technical issues while advocating for timely resolutions.
- Contribute to internal documentation and the external knowledge base to enhance self-service capabilities.
- Act as the voice of the customer by reporting trends, feedback, and feature requests.
Your Qualifications:
- 1–3 years of experience in customer support, product support, or technical support (SaaS experience is preferred).
- Exceptional written and verbal communication skills with a professional and approachable tone.
- Strong troubleshooting skills and the ability to simplify complex concepts.
- Experience with support platforms such as Zendesk, Intercom, or similar tools.
- Comfort with technology and a passion for helping others succeed.

