Client Support Specialist

TL;DR

Snappt is in need of an ambitious Client Support Specialist to join our evolving team to help us deliver our customer-centric approach through excellent customer service and training skills.

As a Client Support Specialist, you will be on the front lines helping our customers get the most out of their experience with Snappt. Our ideal candidate will have a positive attitude, as well as the patience and empathy to give world-class service to our new and existing clients.

Who we are

We are a Series A, well-funded tech startup that is kicking ass and taking names. In just two short years, we have captured nearly 10% market share… because our fraud detection technology is saving our customers millions, soon to be billions of dollars.

We are a founder-led organization, passionate about building a company with awesome people and a relentless focus on the customer. And as cliche as it may sound, we walk the walk and stand behind our Core Values and how we treat one another.

We are a team of 90, soon to be 100+. If you’re like us and think you have what it takes to join us, keep reading!

What we do

We stop the bad guys. Since 2020, we have saved our customers over $150MM in potential losses. 

The Snappt platform leverages our proprietary algorithm to effectively and efficiently identify tampered or altered documents used for income or financial verification. For example, this empowers property managers and owners to avoid costly evictions (and the associated bad debt.) 

Who you are

• You are passionate; you throw your energy and conviction into the work you do.  
• You are naturally curious; you have an innate desire to understand people and help solve their problems.
• You are collaborative; you thrive in environments where people work together to create winning solutions.
• You commit to self-development and personal growth; you pursue your personal and professional interests with energy and enthusiasm.
• You assume positive intent; you believe your teammates and customers come from a place of good intention.

What you will do

• Client Interaction - Be the face of Snappt! Provide prompt responses to inquiries, and match your product knowledge with care and empathy for our clients. Deliver on-demand or live training with new customers
• Technical Support - Manage all incoming questions about our platform, and how it works, and provide a solution-based approach to our clients. Report bugs, communicate issues to the broader team, and provide updates to our clients.
• Product Knowledge & Ongoing Training - Be the expert! Use your depth of knowledge to guide our clients to the right solutions for the issues at hand. Provide ongoing training to help with staff turnover and overall property performance.
• Onboarding - Ensure that our clients have a smooth onboarding experience while they are getting accustomed to our product. Be the guide for their questions and educate them on best practices as you train them to use our platform.
• Client Feedback - Be the conduit between our customers and our Product team! Relay any feedback to our internal teams so we can continue to evolve our product offerings.
• Client Satisfaction - Deliver a best-in-class experience for our clients and track both general NPS and transactional NPS for our customers.
• Metrics & Reporting - Monitor your performance through reporting while exploring for correlation and causation through thoughtful data analysis.
• Cross-functional collaboration with our Sales & Partnerships team - Ensure a smooth transition from our sales team as we bring on new clients. Work cross-functionally with both our Sales and partnership team to deliver a great experience for our direct and indirect customers.

What you bring

• 1-2 years in Customer Service or similar background
• Strong communication and presentation skills
• Ability to create and modify procedures in a rapidly growing environment
• Strong customer service skills for developing and maintaining long-term relationships with old and new clients
• Organizational skills to keep records for client accounts and maintain multiple accounts at once
• Written and verbal communication skills for maintaining good relationships with clients
• Problem-solving skills for identifying and addressing client concerns
• Passion for our product and core values
• Entrepreneurship, creative thinking
• Ability to analyze and interpret data
• Experience in multifamily housing a plus
• Experience leveraging CRM platforms like Salesforces and ChurnZero a plus

Where you’ll work

Snappt is a remote-first organization. 

We actually don’t even have an office. So if you’re accountable and do high-quality work...do it from anywhere. You can also expect to see your teammates throughout the year IRL, at company-supported retreats and events.

We are an Equal Opportunity Employer 

We believe the best ideas come from working with people of different backgrounds and unique perspectives.

We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Snappt makes hiring decisions based solely on qualifications, merit, and business needs at the time.