Product Support Specialist

Snappy•New York, NY

2d•$54,000 - $69,000•Remote

About The Position

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.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.