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- Posted
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Customer Support Specialist
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Job Location
Job Summary
TeamSnap is seeking a Customer Experience Agent to deliver high-quality support to its B2C customers. The ideal candidate will be a relationship builder, able to provide a 'WOW' customer experience through email and chat. They will take ownership of customer issues, solve problems effectively, and provide valuable feedback to improve products and processes. TeamSnap values a positive attitude, strong technical acumen, excellent communication skills, and a proven track record of high performance. The role offers competitive compensation, including $20 per hour with bonuses or commissions.
At TeamSnap, we’re not just about sports tech - we’re about creating a winning experience for coaches, players, parents, and our team members. We’re passionate about delivering high-quality support, and we’re looking for a Customer Experience Agent who shares our enthusiasm. If you’re ready to help us shape the future of sports tech, we want to hear from you.
In this position, you’ll play a pivotal role in ensuring our B2C customers receive the top-notch support they deserve. You’ll be the friendly and professional face of TeamSnap for Teams, helping users navigate our app and website products. Our CX Agents are more than just problem solvers; they’re relationship builders, dedicated to making the most of every interaction.
What you’ll be doing:
- Delivering a “WOW” customer experience through email and chat to assist a diverse range of end users.
- Taking ownership of customer issues, diving deep to uncover root causes, solving problems effectively, and providing valuable feedback to improve our products and processes.
- Seeking to understand customer needs and ensuring they receive the resolution they need to get back on the field.
- Maintaining performance metrics including productivity, customer happiness scores, and attendance.
What will set you up for success:
- A positive attitude, always ready to extend help and support in a friendly and professional way.
- Strong technical acumen, able to dig into products and help customers of varying degrees of technical fluency.
- An excitement to help customers discover solutions and gain a deep understanding of our platforms to enhance their overall experience.
- Excellent communication skills, both verbal and written.
- Proven track record of high performance as a CX or Tech Support Agent.
Bonus Points for:
- Prior experience in a SaaS or technology start-up support environment
- Experience as a parent, coach, or participant in recreational sports
Compensation
We’re committed to equitable compensation for all TeamSnappers. The minimum hourly compensation rate for this role is $20 per hour, inclusive of bonuses or commissions. Comp is updated based on multiple factors. Our comp is highly competitive in our space and we adjust overall comp based on relevant experience, skills, certifications, and geographic location.
Got cold feet? If you’re thinking you don’t meet 100% of the above qualifications, you should still seriously consider applying. We’re all humans with special talents that go beyond what’s listed here.
