Customer Experience (Cx) Specialist

🌎 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.”

TeamSnap is looking for a Customer Experience (CX) Specialist to provide first-line expertise for supporting coaches, players, and peers on escalated issues. This role is the professional and friendly face of TeamSnap when customers need a helping hand in navigating in-app or desktop situations. Our Specialists are customer service experts, able to build relationships and trust through problem solving.

What You'll Do:

• Testing the newest features and products before they go live to our customers, providing feedback and sharing suggestions
• Maintaining performance metrics including productivity, customer happiness scores, and attendance
• Taking ownership of customer issues to discover root causes, solve their problems, and provide feedback to your manager on product and policy gaps
• Provide collaborative support to internal partners and peers through slack and knowledge sharing
• Delivering a “WOW” customer experience through slack, email, chat, and phone, to internal and external customers

What Will Set You Up for Success:

• High performance as a CX Agent
• Able to listen for understanding, and a curiosity to deeply understand customer pain points and problems
• An excitement to help customers find solutions and learn about our product to identify their best experience
• Excellent communication skills, verbal and written
• A positive attitude, ready to offer help and support in a friendly and professional way

Bonus Points:

• Experience as a parent, coach, or participant in recreational sports
• Prior experience in a SaaS or technology start-up support environment

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. Comp is 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 at the moment, including Alabama, Alaska, Delaware, District of Columbia, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Hampshire, New Mexico, Rhode Island, and South Dakota and while we love all parts of the world, we can only hire permanent US residents at this time.

🚀 Opportunities to Grow

At TeamSnap, you're not a culture fit, you're a culture add. 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

• $1,500 annual learning and development stipend
• We're proud to be remote-first. We've been working remotely since 2009, long before COVID made it cool
• TeamSnap Total Rewards
• Travel to fun locations for all-company meetings and team events
• Unlimited PTO and paid parental leave for ALL parents (not just primary or secondary)
• TeamSnap SWAG to our store upon starting and a $50 credit on every work anniversary thereafter
• Monthly stipend for health & wellness and much more!
• Generous home office allowance to set you up for success
• 401K to help you invest for the future
• 100% premium coverage of medical/dental/vision for you and your family

🏆 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 this includes four employee resource groups: Women, People of Color, LGBTQIA+, and the Talent Acquisition Task Force, designed to reduce unconscious biases in our hiring practices. We hold ourselves accountable in 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.