Customer Support Specialist

About Snap! Mobile, Inc: 

Snap! Mobile has been proudly supporting athletics and activities programs around the country with simple and dependable services since 2014. Snap! Raise has raised more than $950 million dollars for over 150,000 groups and teams through over 12.5 million participants and donors. In addition to the Snap! Raise fundraising solution, Snap! Mobile further supports schools, groups, and teams with its other brands and products: Snap! Insights (fundraising oversight dashboard), Snap! Store (spirit wear), FanX (custom-branded fan engagement app), Snap! Manage (integrated scheduling, communication, and registration solution), and Snap! Spend (transparent money management solution). 

About the Role:

Snap! Mobile is looking for a stellar remote Customer Support Specialist to join our Revenue Operations team. This is a critical role at Snap, as our support team is the face of our Enterprise business responsible for delivering an excellent experience for anyone interacting with our SaaS platform. Daily tasks include resolving customer issues across all Snap product offerings, including fund management, feature usage, registration, account activation, compliance, and multilingual communications tools matters via phone, email or live chat and proactively engaging with users when issues arise. Candidates will be working to provide best-in-class support for administrative leaders, users, and Snap! Employees. 

A successful candidate is self-motivated, dependable, well-organized, and adaptable with strong written and verbal communication skills and the ability to balance multiple projects. A “can-do” attitude is required, and the individual must thrive in a fast-paced, energetic work environment. Applicant must be comfortable and confident on the phone while able to think quickly under pressure.

This is an hourly full-time, remote position. We are open to any location in the continental United States as long as the candidate is willing to work within the hours of 9:00AM-6PM PST. Hourly pay (depending on level of experience) $19-21/HR 

Customer Support Specialist Responsibilities:

• Respond promptly to customer inquiries in accordance with our SLAs.
• Take ownership of customer issues and see them through to resolution.
• Assist prospective customers by directing them to the appropriate Account Executive and confidently answering questions about the various sales tools within Snap OS.
• Proactively reach out to customers upon identifying issues.
• Collaborate cross-functionally to address system issues.
• Tag and categorize issues appropriately using our internal ticketing tool.
• Collect feedback directly from customers and bring it to the attention of the relevant internal …