客户支持专员
Customer Support Specialist
🌎 关于我们
在TeamSnap，我们相信当世界通过体育连接时，世界会变得更好。TeamSnap是一个专注于让青少年体育变得更简单的体育和沟通平台。我们还相信，我们的工作应该让我们兴奋，我们的队友应该支持我们，我们的老板应该激励我们。我们赋予员工带来大想法和小自我的能力，使我们登上《Outside Magazine》“最佳工作场所”榜单和Built In的“100家以远程优先的优秀工作场所”榜单。
在TeamSnap，我们知道体育不仅仅是日程和统计数据——它们关乎联系、团队合作和难忘的时刻。这就是为什么我们在所有工作中都把客户放在首位。作为客户支持专员，你将是我们的B2B客户的MVP——及时解决问题，简化流程，确保每个管理员都感觉自己是个专家。从日程安排和沟通到注册和报告，你将作为他们值得信赖的教练、倡导者和问题解决者，帮助他们为顺利、成功的赛季做好准备。
你将负责：
通过电子邮件、聊天和偶尔的电话提供卓越的客户体验，让每次互动都成为“哇”时刻。
全面负责客户问题——深入调查，解决问题，并知道何时将问题转交给正确的对接人。
在测试环境中进行实验和探索，重现客户场景，发现产品细节，并在没有操作手册的情况下解决问题。
预判客户需求，提供定制化解决方案，帮助他们快速且自信地回到球场。
持续达成生产力、客户满意度和可靠性的绩效目标。
让你成功的关键：
以客户为中心的思维，每项互动都带来友好、专业和以解决方案为导向的态度。
强大的技术能力，能够引导不同经验水平的用户使用我们的平台。
对解决问题、发现解决方案和加深产品专业知识充满热情。
天生的好奇心和创造力，能够在没有明确步骤文档的情况下深入研究问题，通过实际探索学习。
出色的书面和口头沟通能力。
在客户服务或技术支持岗位上取得高绩效的记录。
加分项：
在SaaS或科技初创公司环境中的经验。
有作为管理员、家长、教练或参与休闲体育的背景。
能够工作8:30am-5:30pm（本地时间）
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🌎 About Us
At TeamSnap, we believe when the world connects through sports; the world becomes better. TeamSnap is a sports and communication platform dedicated to taking the work out of play in youth sports. We also believe our jobs should excite us, our teammates should support us and our bosses should inspire us. We empower our people to bring big ideas and tiny egos, landing us on Outside Magazine’s list of “Best Places to Work" and Built In’s “100 Best Remote-First Places to Work."
At TeamSnap, we know that sports are about more than schedules and stats - they’re about connection, teamwork, and unforgettable moments. That’s why we put customers first in everything we do. As a Customer Support Specialist, you’ll be the MVP for our B2B customers - jumping in to solve problems, simplify processes, and make sure every admin feels like a pro. From scheduling and communications to registration and reporting, you’ll be their trusted coach, advocate, and problem-solver, helping them set up for a smooth, successful season.
What You'll Do:
Deliver an exceptional customer experience through email, chat, and the occasional call, turning every interaction into a “WOW” moment.
Take full ownership of customer issues - digging in, resolving challenges, and knowing when to escalate to the right touchpoint.
Experiment and explore in test environments to recreate customer scenarios, uncover product nuances, and solve problems where no playbook exists.
Anticipate customer needs and provide tailored solutions that help them get back to the field quickly and confidently.
Consistently hit performance goals around productivity, customer satisfaction, and reliability.
What Will Set You Up for Success:
A customer-first mindset, bringing a friendly, professional, and solutions-focused attitude to every interaction.
Strong technical skills with the ability to guide users of all experience levels through our platform.
Genuine excitement for solving problems, uncovering solutions, and deepening your product expertise.
Natural curiosity and resourcefulness to dig in, recreate issues, and learn through hands-on exploration when clear steps aren’t documented.
Excellent written and verbal communication skills.
A proven track record of high performance in customer or technical support roles.
Bonus Points For:
Experience in SaaS or tech start-up environments.
A background as an admin, parent, coach, or participant in recreational sports.
Ability to work 8:30am-5pm PST.
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.
Compensation
We’re committed to equitable compensation for all TeamSnappers. The minimum starting point for this role is $44,990, inclusive of base and bonus, with comp 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.
🖥 Location
TeamSnap is a fully remote company, so you need to be very comfortable working with people who aren’t in the same time zone as you. We are always expanding, but there is a small list of states we do not hire in, including Alabama, Alaska, Delaware, District of Columbia, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Rhode Island, South Dakota West Virginia and Utah and while we love all parts of the world, we can only hire permanent US residents at this time.
🚀 Opportunities to Grow
At TeamSnap, we work hard to provide a culture of trust, accountability, inclusivity, and boundless opportunities to grow, along with the chance to make a lasting impact and have some fun while doing it.
🎩 Total Rewards
• We're proud to be remote-first. We've been remote since 2009, long before COVID made it cool
• Unlimited PTO and paid parental leave for ALL parents (not just primary or secondary)
• 100% premium coverage of medical/dental/vision for you and your family
• 401K to help you invest for the future
• $1,500 annual learning and development stipend
• Travel to fun locations for all-company meetings and team events
• Generous home office allowance to set you up for success
• TeamSnap SWAG to our store upon starting and a $50 credit on every work anniversary thereafter
• A monthly stipend reimbursement for health & wellness and so much more!
• TeamSnap Total Rewards
🏆 Working at TeamSnap
At TeamSnap, you're not a culture fit, you're a culture add. Check out our Culture Playbook and learn how we succeed at being remote-first, what makes our company so unique, and how we're inspired by our people, our customers, and our values.
🧡 Inclusion and Diversity
Creativity and innovation can't thrive when we're cookie-cutter images of each other. We’re quickly growing more diverse, but there's always room for improvement. We are committed to inclusion and diversity at TeamSnap, and we hold ourselves accountable for building an environment where everyone feels valued. If you need any disability-related adaptation during the recruitment process, just let us know! We are an Equal Employment Opportunity Employer.