Customer Support Representative

🌎 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 believe in doing right by the customer at every interaction. As a Customer Support Representative, you’ll be the trusted guide for our B2B customers, ensuring they feel supported and empowered. Whether it’s helping admins manage scheduling, communications, registration, or reporting, you’ll be their advocate, problem solver, and relationship builder.

• Providing an exceptional customer experience through email, chat, and occasional outbound calls, making every interaction a “WOW” moment.
• Owning customer issues from start to finish, identifying root causes, resolving challenges effectively, and determining the most effective touchpoint for each situation. You’ll detect urgency based on critical functions the customer is trying to complete and decide if chat should escalate to a call or Zoom session.
• Understanding and anticipating customer needs to deliver tailored resolutions that help them get back to the field seamlessly.
• Consistently meeting performance goals, including productivity, customer satisfaction, and reliability metrics.

• A commitment to doing what’s right for the customer, with a friendly, professional, and solutions-focused attitude.
• Strong technical skills and the ability to guide users of all technical abilities through our platform.
• A genuine excitement for solving problems, uncovering solutions, and enhancing the customer experience through deep product knowledge.
• Exceptional written and verbal communication skills.
• A history of high performance in customer support or technical support roles.

• Experience in SaaS or tech start-up environments.
• A background as an admin, parent, coach, or participant in recreational sports.

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 hourly compensation rate for this role is $20.00 per hour, inclusive of bonuses or commissions, 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 and West Virginia 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.