Product Support Specialist at Snappy

| Greater NYC Area
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Snappy is looking for a customer-centric Product Support Specialist. Our Product Support Specialist will be an individual who thrives in a fast-paced environment, who leads and takes ownership and is dedicated to customer satisfaction. It’s critical that you love client interaction, and of course, know how to give extraordinary services to customers!

You will:

  • Provide assistance with product issues
  • Manage bug workflows and work in close contact with related teams
  • Provide an exceptional customer experience via email and chats
  • Work closely with our Customer Success, Ops, and Customer Experience teams
  • Build Resources to help and improve the customer-facing communication
  • Master the Snappy dashboard and become a subject matter expert on all Snappy’s features
  • Represent the Voice of the Customer with Success, Sales, and Product teams to influence priorities, resources, and roadmaps

You are:

  • Passionate about going above and beyond and creating extraordinary experiences for customers
  • An excellent communicator both written and verbally
  • Eager to tackle problems head-on and in a professional and quick way
  • Creative, detail-oriented, and well organized

You Have:

  • 2+ years of technical support or other relevant work experience as a Support/Client-Success/Professional Services or equivalent for a SaaS company (advantage)

Snappy is an award-winning all-in-one enterprise gifting platform. We’re reinventing the way companies express appreciation to their employees by offering a fun and interactive digital experience that lets employees choose a gift they actually love. We specialize in building recognition programs for all sorts of businesses - Zoom, Salesforce, Microsoft, Uber, Deloitte and over 800 more. Plus, we’re growing everyday - 400% YOY, if you want to get technical! We’ve seen firsthand that our experience boosts morale, improves performance, and (most importantly!) spreads joy.

Of course, we practice what we preach! Here at Snappy, we believe wholeheartedly in building a culture of appreciation, dedication, and fun! We offer all sorts of benefits and perks to our employees including but not limited to: Free healthcare including vision and dental and a generous 401k match, unlimited PTO and paid family leave, Snappy Summer Fridays (which we actually enjoy year around!), snacks and lunches delivered to your home while we’re working remotely, and Snappy gifts galore!

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • ReactLibraries
    • MongoDBDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • JIRAManagement
    • zendeskCMS
    • SalesforceCRM
    • MailChimpEmail
    • MandrillEmail
    • Sales NavigatorLead Gen

Location

New York, NY

An Insider's view of Snappy

How does your team reward individual success?

Snappy is all about employee recognition. Working for an enterprise gifting platform means you get a lot of gifts for a job well done, and appreciation is always encouraged!

Kamaria

Customer Success Manager

What does your typical day look like?

I love the variety of my work. No day at Snappy is the same, and there is always a new project or task to lend a hand on! The positive attitude of the office makes it enjoyable to come to work every morning, and everyone is very passionate about the Snappy mission which reflects in our work.

Alex

Customer Success Manager

How do your team's ideas influence the company's direction?

The Customer Success team (and every team at Snappy) is highly encouraged to give feedback + ideas as often as possible. We have forms/polls/brainstorming sessions going around all the time, so we constantly have amazing ideas coming from our employees. It's important for everyone to have a voice here!

Adi

Director of Customer Success

What are Snappy Perks + Benefits

Culture
Volunteer in local community
The entire Snappy team is also encouraged to take time once a month to help out in their community!
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We have a number of committees including Snappy Gives Back and a number of Employee Resource Groups!
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
We love our team yoga classes over Zoom - cameras off, of course!
Mental Health Benefits
We partner with OneMedical and TalkSpace to make sure the Snappy team has access to great mental healthcare.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
For social justice organization donations, Snappy paid up to $250 this year as a company match.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
We say "ultra-casual"... there are a lot of Snappy hoodies around here!
Company Outings
Stocked Kitchen
Snappy has loads of snacks including fresh fruit, coffee + tea, breakfast items, and a tasty Bevi for all day hydration!
Some Meals Provided
Happy Hours
Pet Friendly
Our office was pet friendly back in the day. Now, our Slack dog channel is busier than ever! Some choice pet names? Croissant, Truffle, Pork Chop, Tater Tot, and Maple.
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Cross functional training encouraged
Promote from within
Mentorship program

Additional Perks + Benefits

We are proud to announce that Snappy has been certified by Great Place to Work US as a 2020 and 2021 Great Place to Work! We are grateful to our team for all they do to make this such a great place to be, learn about our Certification, employee experience & more: https://www.greatplacetowork.com/certified-company/7022716

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