Customer Support Specialist at TeamSnap (Remote)
Role details
Job description
🌎 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 know that sports are about more than schedules and stats - they’re about connection, teamwork, and unforgettable moments. That’s why we put customers first in everything we do. As a Customer Support Specialist, you’ll be the MVP for our B2B customers - jumping in to solve problems, simplify processes, and make sure every admin feels like a pro. From scheduling and communications to registration and reporting, you’ll be their trusted coach, advocate, and problem-solver, helping them set up for a smooth, successful season.
What You'll Do:
- Deliver an exceptional customer experience through email, chat, and the occasional call, turning every interaction into a “WOW” moment.
- Take full ownership of customer issues - digging in, resolving challenges, and knowing when to escalate to the right touchpoint.
- Experiment and explore in test environments to recreate customer scenarios, uncover product nuances, and solve problems where no playbook exists.
- Anticipate customer needs and provide tailored solutions that help them get back to the field quickly and confidently.
- Consistently hit performance goals around productivity, customer satisfaction, and reliability.
What Will Set You Up for Success:
- A customer-first mindset, bringing a friendly, professional, and solutions-focused attitude to every interaction.
- Strong technical skills with the ability to guide users of all experience levels through our platform.
- Genuine excitement for solving problems, uncovering solutions, and deepening your product expertise.
- Natural curiosity and resourcefulness to dig in, recreate issues, and learn through hands-on exploration when clear steps aren’t documented.
- Excellent written and verbal communication skills.
- A proven track record of high performance in customer or technical support roles.
Bonus Points For:
- Experience in SaaS or tech start-up environments.
- A background as an admin, parent, coach, or participant in recreational sports.
- Ability to work 8:30am-5pm PST.
Why work at TeamSnap
- Remote‑first culture: TeamSnap has been fully distributed since before the pandemic, with team members across the U.S. Collaboration happens via Slack, Zoom, GitHub, and email. Employees are flown together periodically for in‑person work.
- Autonomy and trust: The company values self‑directed work, respects time (few pointless meetings), and encourages ownership. “We expect you to be self‑directed and able to juggle multiple balls.”
- Customer impact: Everyone talks to customers – it’s in the DNA. Employees are empowered to make decisions that directly improve the user experience.
- Benefits: Unlimited PTO, paid parental leave for all parents, 100% premium coverage of medical/dental/vision for employee and family, $1,500 annual learning and development stipend.
- Engineering culture: Uses modern tools (GitHub, Slack) and is looking for engineers who are “self‑driven, intelligent, collaborative” and passionate about youth sports.
- Not for everyone: If you prefer bureaucracy, free massages, or a big‑company cafeteria, TeamSnap is not a fit. It’s for people who want impact and flexibility. [teamsnap.com/company/careers] [builtin.com]