Product Support Specialist

Hours: 9am-6pm EST We strive to create a supportive and flexible working environment for all team members.

Location: Remote (East coast preferred) 

Compensation: We feel passionately about transparency in compensation. Total compensation for this role is market competitive, including a base salary range of $54,000-$69,000 plus performance based variable.

Role Overview

As a Product Support Specialist, you’ll be the front line of communication for clients experiencing technical issues or looking for guidance within the Snappy dashboard. Your mission is to ensure every customer interaction is met with empathy, clarity, and efficiency. You'll work closely with our development and product teams, advocating for users by reporting bugs and surfacing valuable product feedback.

Key Responsibilities

• Handle a high volume of support tickets through chat and email, delivering timely and accurate troubleshooting and customer assistance.
• Guide clients through technical challenges, usage questions, and feature navigation within the Snappy dashboard.
• Log and track software bugs, collaborating with the development team to ensure timely resolution.
• Follow up with clients to confirm resolution and satisfaction.
• Collect and relay product feedback and feature suggestions to the product team.
• Maintain accurate records of customer interactions and technical issues.
• Contribute to internal documentation and knowledge base to help streamline future support.
  
  

Qualifications

• 1–3 years in a customer support, product support, or technical support role—SaaS or tech platform experience preferred.
• Strong troubleshooting ability and a knack for explaining complex topics in simple terms.
• Experience using support platforms like Zendesk, Intercom, or similar tools.
• Familiarity with bug-tracking systems (e.g., Jira).
• Excellent written communication skills with a clear, friendly, and professional tone.
• Collaborative mindset with the ability to work cross-functionally with product and engineering teams.
• Passion for creating delightful customer experiences.
  
  

Bonus Points

• Experience working with 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 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. 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 what we preach! Here at Snappy, we believe wholeheartedly in building a culture of appreciation, dedication, and fun. We offer benefits and perks to our employees including but not limited to: Free healthcare, including vision and dental, generous 401k match, flexible PTO, paid family leave, Snappy Summer Fridays (which we enjoy year-round!) and Snappy gifts for employee recognition and appreciation.

Snappy's stance on diversity, equity and inclusion, its active focus on give-back programs, and its fundamental mission to spread joy through the power of gifting all lead the way in unlocking the power of human kindness at work.

Information collected and processed as part of your Snappy hiring process, including as part of your Snappy career profile and in any job applications you choose to submit, is subject to Snappy’s California Privacy Notice for Staff Members and Job Applicants.