Customer Support Specialist

Snap! Mobile is looking for a stellar remote Customer Support Specialist to join our Revenue Operations team. This is a critical role at Snap! as our support team is the face of our business responsible for delivering an excellent experience for anyone interacting with our platform. Daily tasks include answering incoming phone calls, resolving incoming issues via email or phone, working with our internal and 3rd party manufacturers on order issues, and proactively engaging users when issues arise. Candidates will be working to provide best-in-class support for organization leaders, donors, and Snap! Employees.

A successful candidate is self-motivated, dependable, well-organized, and adaptable with strong written and verbal communication skills and the ability to balance multiple projects. A "can-do" attitude is required, and the individual must thrive in a fast-paced, energetic work environment. Applicant must be comfortable and confident on the phone while able to think quickly under pressure.

This is an hourly full-time, remote position. We are looking to fill the 11AM - 8PM CST schedule and are open to any location in the continental United States as long as the candidate is willing to work within the hours defined above.

Responsibilities:

• Resolve customer inquiries in a timely fashion and within SLAs
• Take ownership of customers issues and follow problems through to resolution
• Work with the Snap! Store supply chain, 3rd party manufacturer, sales and operations teams to troubleshoot customer issues
• Able to set and meet deadlines per internal and external customer expectations
• Help drive continuous improvement of our business systems and processes
• Contribute to the content and general organization of documents related to Customer operations, including SOPs, email templates, internal knowledge base articles, and more
• Proactively reach out to customers when issues are identified
• Tag and catalogue issues appropriately utilizing our internal ticketing tool

What we are looking for in you:

• High School Diploma required
• Actively pursuing or bachelor's degree Preferred
• Ecommerce experience preferred
• Experience in Customer Service
• Strong Communication Skills
• Positive Attitude
• Comfortable in working from home and achieving all Service-Level Agreements
• Fast Learner – eager to take initiative
• Hard Working and Determined
• Preferred experience with: Zendesk, and Hubspot (or similar CRM).

Compensation: Determined by level of experience $18-$20 per hour.

Snap! Mobile is proud to offer the following benefits:

• Medical, Dental, Vision
• 401K with a 4% match from the company
• 13 paid holidays