Product Support Specialist

Product Support Specialist Location: Remote – U.S. (East Coast Preferred; working hours aligned to EDT) Compensation: We feel passionately about transparency in compensation. Total compensation for this role is market competitive, offering a base salary range of $54,000–$69,000, plus an annual target bonus. ABOUT THE ROLE Snappy is looking for a Product Support Specialist to join our Central Operations team. In this role, you will serve as the front line of communication for clients navigating the Snappy dashboard, providing technical support, campaign assistance, and account guidance. You will partner closely with Product, R&D, Billing, and SWAG teams to ensure a seamless customer experience. This is an opportunity to take ownership of high-touch support interactions while influencing product improvements through direct customer insight. YOU WILL: - 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. YOU HAVE: - 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. Bonus Points: - Experience with Intercom or other CRM systems. - Familiarity with bug-tracking systems such as Jira. - Experience supporting B2B software or enterprise clients. - Interest in product development and user experience. Snappy is the award-winning, all-in-one gifting company that spreads joy, shares gratitude, and takes the guesswork out of gifting. Founded in 2015, Snappy was named one of Inc.’s fastest-growing companies https://cts.businesswire.com/ct/CT?id=smartlink&url=https%3A%2F%2Fwww.snappy.com%2Fposts%2Fsnappy-named-fastest-growing-company-in-the-northeast-for-second-year-in-a-row%3Futm_source%3Dlinkedin%26utm_medium%3Dsocial%26utm_campaign%3DSnappy-named-fastest-growing-company-in-the-Northeast-for-second-year-in-a-row&esheet=52843646&newsitemid=20220831005146&lan=en-US&anchor=fastest-growing+company&index=3&md5=488b0bc793e44e73caa6fdb66b7bbddd in the Northeast in 2021, 2022, and 2023. Snappy is the trusted gifting and swag partner to over 43% of Fortune 100 companies as well as thousands of individuals who use Snappy for personal gifting http://www.snappygifts.com/. Snappy has sent more than five million gifts worldwide. Snappy thrives on connecting people and cultivating meaningful relationships through the power of gratitude and gifting. Our recipient-picks experience ensures gift-givers send the perfect gift every time, for everyone, on every occasion.Snappy has been featured on Fortune’s "Best Small & Medium Workplaces," “Best Workplace for Millennials,” and “Best Workplace in Tech” lists. We've seen firsthand that our unique product and brand experience boosts employee morale, improves performance, and (most importantly!) spreads joy, so, of course, we practice wha ... (truncated, view full listing at source)