Senior Product Support Specialist

Customer Success

Snappy is looking for a Senior Product Support Specialist with proven experience designing a stellar customer service experience and building a team to execute on that vision. Our Senior Product Support Specialist will be a people-first manager, a trusted interdepartmental liaison, and dedicated to customer satisfaction. It’s critical that you take ownership, lead with empathy, and, of course, know how to give extraordinary services to customers!

You will:

  • Build and lead a team of talented product specialists with the aim to provide top-notch support to our customers
  • Develop customer satisfaction goals and inspire the team to meet (or exceed!) them
  • Determine customer services best practices
  • Systematically improve all performance metrics on the team including those related to productivity, efficiency, resolution times and customer satisfaction
  • Be hands on with customer interaction including chats and emails
  • Work closely our Customer Success, Ops, and Customer Experience teams

You are:

  • A self-starter who is comfortable navigating uncharted territories
  • Eager to tackle problems head-on and adapt to shifting priorities
  • Known for your laser-focused attention to detail and organizational prowess
  • An experienced and thoughtful people manager who has directly overseen 5+ reports
  • An efficient and eloquent communicator who leads with kindness - both internally and externally

You have:

  • 2+ years experience in managing teams (Support/Client-Success/Professional Services or equivalent) - For a SaaS company (advantage)
  • Battle tested decision-making skills
  • Experience with CRM software

Snappy is an award-winning all-in-one gifting platform. We're reinventing the way companies and individuals express appreciation by offering a fun and interactive digital experience that lets people choose a gift they actually love. We specialize in building recognition programs for over 2,600 companies, including enterprise customers like Microsoft, Uber, Comcast, and Zoom.

We're growing fast (149% YOY if you want to get technical!) and have recently been named the fastest-growing company in NYC and the 15th fastest-growing company in America by Inc. Magazine. At the same time, we're building out exciting new verticals, including Snappy Lite - our SMB offering, Snappy Personal - a B2C offering, and Snappy Swag that all help to position us as the #1 gifting platform in the world!

We've seen firsthand that our experience boosts 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 all sorts of benefits and perks to our employees, including but not limited to: Free healthcare, including vision and dental and a generous 401k match, flexible PTO, paid family leave, Snappy Summer Fridays (which we actually enjoy year round!), snacks and lunches delivered to your home while we're working remotely, and Snappy gifts galore!

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