Customer Experience (CX) Specialist - SaaS Software at TeamSnap

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About us
TeamSnap is a sports and communication platform dedicated to empowering play in youth sports. We empower our people to bring big ideas and tiny egos which lands us on Outside Magazine’s list of “Best Places to Work” on the regular.

TeamSnap is seeking a Customer Experience (CX) Specialist, with a heart for service, to provide day-to-day support for our TeamSnap members. Members refer to our parents, players, fans, coaches, managers, organization and tournament administrators, and website professionals. A critical element of this role will be the ability to balance speed and quality in a high-volume department, answering questions and solving problems from a wide variety of customer types.

Similar roles include: Customer Service Representative, Customer Support Specialist, Customer Care Specialist, and of course our favorite… Customer Happiness Guru.

This role will directly report to April Eastburn, Senior Manager of Customer Experience. Get to know April in this video introduction!

What you'll be doing:

  • Delivering a “WOW” customer experience through a high volume of emails and chats, using multiple support systems and tools
  • Brainstorming ideas for being more efficient and more effective for our customers
  • Partnering with our Client Success and Sales teams to identify opportunities where we can bring more value to customers
  • Experimenting with the latest features and share any problems or bugs with the Product Development Team
  • Sharing feedback, suggestions, and concerns from our customers with the Leadership team

What'll set you up for success:

  • Customer service experience in software (SaaS), service, or retail environments. Remote experience is a plus!
  • A genuine desire to serve and sense of fulfillment when helping customers
  • Ability to stay engaged during high volume software support experience via chat, email, or phone
  • Ability to work a flexible schedule - this position will require work during the week and on weekend
  • Ability to write clearly and to give detailed written instructions
  • Ability to quickly learn new application features
  • MS Office experience and knowledge with common browsers: Chrome, Firefox, IE, Safari (ie. deleting cookies, clearing cache, etc..)

Bonus points:

  • Familiarity with CRM systems (HelpScout/SalesForce) and best practices
  • Experience testing software
  • Be a parent, coach, or participant in a recreational sport
  • Be a TeamSnap user
  • A repertoire of bad jokes and trivia questions

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.

Location
We are headquartered in Boulder, Colorado, but this job is remote (unless you happen to live near Boulder, in which case you’re welcome to come to the office). TeamSnap is a mostly-distributed company, so you must be very comfortable working with people who aren’t in the same physical location as you or each other. While we love all parts of the world, we can only hire permanent US residents at this time.

Compensation
We’re committed to equitable compensation for all TeamSnappers. The annual compensation range for this role is $40,000 - $45,000, inclusive of base and bonuses or commissions. This range applies to Colorado-based employees only and may be adjusted based on work experience, skills, certifications, and geographic location.

Benefits and Perks
TeamSnap provides a culture of trust, boundless opportunities to grow, and the chance to make a lasting impact. Benefits include: 

- We're not just remote, we're known for being remote-first. We've been working remotely since before COVID made it cool
- Unlimited PTO and paid parental leave for ALL parents (not just primary or secondary)
- 100% premium coverage of medical/dental/vision for you and your family
- $1,500 annual learning and development stipend 
- Travel to fun locations for all-company meetings and team events
- 401K and more! [link to our total rewards deck]

Inclusion and Diversity
Bring your real self. Celebrate what makes you unique. Part of our commitment to inclusion and diversity includes deepening our relationships with our employee resource groups (women, people of color, and LGBTQIA+). Our ERGs partner regularly with the executive team and people experience team to hold TeamSnap accountable in building an environment where everyone feels valued. We are an Equal Employment Opportunity Employer.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ElixirLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • BigqueryAnalytics
    • DBTAnalytics
    • Mode AnalyticsAnalytics
    • Google Cloud PlatformAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • JIRAManagement
    • MiroManagement
    • WordpressCMS
    • SalesforceCRM

Location

We're fully remote, but our HQ is located near Pearl Street in Boulder, Colorado within walking distance of countless coffee shops and restaurants.

An Insider's view of TeamSnap

What's something quirky about your company?

Even though TeamSnap is primarily remote, you quickly make fast friendships here. We have TONS of Slack channels to bond over topics like dogs, cooking, or the latest series on Netflix. Joining TeamSnap means you can pretty much guarantee you'll add another best friend to your life.

Marika

Marketing Specialist

What kinds of technical challenges do you and your team face?

We deal with a variety of technical challenges related to our product and user experience. One example was when we built a new chat feature in the Google Cloud ecosystem and users informed us that they were unable to clear their unread message badge count. We experimented with Google Pubsub to solve this issue, which worked!

Peter

Software Engineer

What makes someone successful on your team?

Fearless curiosity and a strong sense of ownership. We work together to agree on what needs to be done; the how (or when) isn’t as important. We don’t do a lot of transactional work on this team, and the impact of our work (positive or negative) ripples through the entire company to our customers.

Alex

Staff Site Reliability Engineer

What is your vision for the company?

My vision for TeamSnap is to become the #1 software platform in youth and amateur sports,

Peter

CEO

How would you describe the company’s work-life balance?

As someone who manages our user education content, I really appreciate the high level of flexibility and trust at TeamSnap. I’m able to slot my work hours around all the things I need to get done throughout the day as a single parent, and have been able to easily integrate my work and life together.

Bria

Customer Experience (CX) Content Manager

What are TeamSnap Perks + Benefits

TeamSnap Benefits Overview

TeamSnap provides a comprehensive benefits package to keep everyone fulfilled. Although headquartered in Boulder, CO, TeamSnappers work all across the US and even the world! The flexibility and high level of trust are key parts of our package.

Some other highlights include:
- 100% paid medical/dental/vision premiums for you and the family
- HSA and FSA provided
- Life insurance premiums covered at 100%
- Short-term and long-term disability insurance premiums covered at 100%
- Learning fund for growth and development
- Wellness fund for gym memberships, yoga classes, mindfulness apps, and more!
- Unlimited PTO
- Paid parental leave for all parents (not just primary or secondary)
- 401K
- TeamSnap swag
- Travel to fun locations for all-company meetings and team events
- Casual dress code
- HQ is a dog-friendly office
- Eco-Pass for transportation provided for those who are local to the Boulder/Denver area

Culture
Volunteer in local community
Friends outside of work
Open door policy
Team based strategic planning
Group brainstorming sessions
Pair programming
Diversity
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
In 2020, our team launched new Employee Resource Groups like: @Women, Pride (LGBTQIA+), and Blended (People of Color)
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
TeamSnap offers six weeks of paid leave for all new parents (not just primary or secondary) after six months of service.
Flexible Work Schedule
Being the first person at your desk and the last to leave means absolutely nothing at TeamSnap. We evaluate based on the work produced.
Remote Work Program
All TeamSnappers can work 100% remotely. We've been remote from the very beginning!
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
TeamSnap offers ten paid sick days per year.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Some Meals Provided
Happy Hours
Pet Friendly
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
TeamSnap offers an annual stipend of $1,500 to learn and grow in your career.
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
TeamSnap offers an annual stipend of $1,500 to learn and grow in your career.
Time allotted for learning

Additional Perks + Benefits

For a full list of our benefits and perks, check out: https://www.teamsnap.com/about/careers/teamsnap-employee-benefits-with-…

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