About the role
This is a critical role at Snap, as our support team is the face of our Enterprise business responsible for delivering an excellent experience for anyone interacting with our SaaS platform
Daily tasks include resolving customer issues across all Snap product offerings, including fund management, feature usage, registration, account activation, compliance, and multilingual communications tools matters via phone, email or live chat and proactively engaging with users when issues arise
Candidates will be working to provide best-in-class support for administrative leaders, users, and Snap Employees
Respond promptly to customer inquiries in accordance with our SLAs
Take ownership of customer issues and see them through to resolution
Assist prospective customers by directing them to the appropriate Account Executive and confidently answering questions about the various sales tools within Snap OS
Proactively reach out to customers upon identifying issues
Collaborate cross-functionally to address system issues
Tag and categorize issues appropriately using our internal ticketing tool
Collect feedback directly from customers and bring it to the attention of the relevant internal stakeholders as necessary
Contribute to the ongoing improvement of our business systems and processes related to customer operations, internal knowledge base articles, and more
Undertake additional projects as assigned by management
