Product Support Specialist

SnappyNew York, New York

$54,000 - $69,000 / year

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Overview

Schedule

Full-time

Career level

Senior-level

Remote

Compensation

$54,000-$69,000/year

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Job Description

Location: Remote – U.S. (East Coast Preferred; working hours aligned to EDT)

Compensation: We feel passionately about transparency in compensation. Total compensation for this role is market competitive, offering a base salary range of $54,000–$69,000, plus an annual target bonus.

About the Role

Snappy is looking for a Product Support Specialist to join our Central Operations team. In this role, you will serve as the front line of communication for clients navigating the Snappy dashboard, providing technical support, campaign assistance, and account guidance. You will partner closely with Product, R&D, Billing, and SWAG teams to ensure a seamless customer experience. This is an opportunity to take ownership of high-touch support interactions while influencing product improvements through direct customer insight.

You Will:

Manage a high volume of chat and email support inquiries with empathy, clarity, and speed.
Host live Zoom and phone sessions for platform walkthroughs, setup assistance, troubleshooting, and high-stakes seasonal events (e.g., Holiday Sends).
Guide clients through dashboard navigation, campaign setup, and complex feature usage.
Facilitate account updates including plan changes, configurations, and upgrade guidance.
Support campaign execution to ensure settings align with client budgets and timelines.
Partner cross-functionally with Billing, SWAG, Product, and R&D to resolve issues efficiently.
Identify, log, and track technical issues while advocating for timely resolution.
Contribute to internal documentation and the external knowledge base to improve self-service.
Act as the voice of the customer by surfacing trends, feedback, and feature requests.

You Have:

1–3 years of experience in customer support, product support, or technical support (SaaS experience preferred).
Strong written and verbal communication skills with a professional and friendly tone.
Excellent troubleshooting skills and the ability to simplify complex concepts.
Experience using support platforms such as Zendesk, Intercom, or similar tools.
Comfort working cross-functionally with product and engineering teams.
A passion for delivering exceptional customer experiences.

Bonus Points:

Experience with Intercom or other CRM systems.
Familiarity with bug-tracking systems such as Jira.
Experience supporting B2B software or enterprise clients.
Interest in product development and user experience.

Snappy is the award-winning, all-in-one gifting company that spreads joy, shares gratitude, and takes the guesswork out of gifting.

Founded in 2015, Snappy was named one of Inc.’s fastest-growing companies in the Northeast in 2021, 2022, and 2023. Snappy is the trusted gifting and swag partner to over 43% of Fortune 100 companies as well as thousands of individuals who use Snappy forpersonal gifting. Snappy has sent more than five million gifts worldwide.

Snappy thrives on connecting people and cultivating meaningful relationships through the power of gratitude and gifting. Our recipient-picks experience ensures gift-givers send the perfect gift every time, for everyone, on every occasion.Snappy has been featured on Fortune’s "Best Small & Medium Workplaces," “Best Workplace for Millennials,” and “Best Workplace in Tech” lists.

We've seen firsthand that our unique product and brand experience boosts employee 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 benefits and perks to our employees including but not limited to: Free healthcare, including vision and dental, generous 401k match, flexible PTO, paid family leave, Snappy Summer Fridays (which we enjoy year-round!) and Snappy gifts for employee recognition and appreciation.

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

Information collected and processed as part of your Snappy hiring process, including as part of your Snappy career profile and in any job applications you choose to submit, is subject to Snappy Recruitment Privacy Notice

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FAQs About Product Support Specialist Jobs at Snappy

What is the work location for this position at Snappy?

This job at Snappy is located in New York, New York, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Snappy?

Candidates can expect a pay range of $54,000 and $69,000 per year.

What employment applies to this position at Snappy?

Snappy lists this role as a Full-time position.

What experience level is required for this role at Snappy?

Snappy is looking for a candidate with "Senior-level" experience level.

Does Snappy allow remote work for this role?

Yes, this position at Snappy supports remote work, giving candidates the flexibility to work outside the primary office location.

What is the process to apply for this position at Snappy?

You can apply for this role at Snappy either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.