About this role.
TeamSnap is hiring a remote Customer Support Specialist to provide high-quality B2B support for its youth-sports SaaS platform. The role handles customer inquiries through email, chat, and occasional calls, with ownership of troubleshooting, resolution, and escalation. The specialist will recreate issues in test environments, develop product expertise, and tailor guidance across scheduling, communication, registration, and reporting workflows. Success is measured through productivity, customer satisfaction, and reliability metrics. Candidates must be permanent US residents and should be available for an 8:30 a.m.–5:00 p.m. PST schedule.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I first clarify the customer’s goal, capture the exact steps and environment, and attempt to reproduce the issue in a safe test environment. I review known resources and comparable cases, communicate progress to the customer, and escalate with concise evidence if deeper investigation is required. I then document the solution for future consistency.
I prioritize requests by urgency, customer impact, and response-time commitments while using concise templates where appropriate. I still personalize the guidance, confirm the issue is resolved, and maintain accurate notes so customers do not have to repeat information. I monitor my queue and adjust focus to protect both responsiveness and resolution quality.
I would avoid jargon, begin with the outcome they are trying to achieve, and provide short numbered steps using the labels they see in the product. I would pause to confirm each step, offer a relevant example, and share a follow-up resource when useful. My goal would be to help the customer feel confident completing the task independently next time.
An effective escalation includes the customer’s objective, the business impact, account and environment details, exact reproduction steps, expected versus actual behavior, screenshots or error messages, and troubleshooting already completed. I would also state the specific help needed and maintain ownership of customer communication while the issue is investigated.
I would acknowledge the disruption, assure them I am taking ownership, and quickly gather the details needed to assess the impact. I would provide practical immediate steps or a workaround when available, set a clear expectation for updates, and follow through until the workflow is restored or appropriately escalated. After resolution, I would confirm that the customer can proceed successfully.
🌎 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.
Compensation
Additional Information
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.
Compensation
We’re committed to equitable compensation for all TeamSnappers. The minimum starting point for this role is $44,990, inclusive of base and bonus, with comp updated based on multiple factors. Our comp is highly competitive in our space and we adjust overall comp based on relevant experience, skills, certifications, and geographic location.
🖥 Location
TeamSnap is a fully remote company, so you need to be very comfortable working with people who aren’t in the same time zone as you. We are always expanding, but there is a small list of states we do not hire in, including Alabama, Alaska, Delaware, District of Columbia, Hawaii, Iowa, Louisiana, Mississippi, Nebraska, New Mexico, Rhode Island, South Dakota West Virginia and Utah and while we love all parts of the world, we can only hire permanent US residents at this time.
🚀 Opportunities to Grow
At TeamSnap, we work hard to provide a culture of trust, accountability, inclusivity, and boundless opportunities to grow, along with the chance to make a lasting impact and have some fun while doing it.
🎩 Total Rewards
• We’re proud to be remote-first. We’ve been remote since 2009, long 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
• 401K to help you invest for the future
• $1,500 annual learning and development stipend
• Travel to fun locations for all-company meetings and team events
• Generous home office allowance to set you up for success
• TeamSnap SWAG to our store upon starting and a $50 credit on every work anniversary thereafter
• A monthly stipend reimbursement for health & wellness and so much more!
🏆 Working at TeamSnap
At TeamSnap, you’re not a culture fit, you’re a culture add. Check out our Culture Playbook and learn how we succeed at being remote-first, what makes our company so unique, and how we’re inspired by our people, our customers, and our values.
🧡 Inclusion and Diversity
Creativity and innovation can’t thrive when we’re cookie-cutter images of each other. We’re quickly growing more diverse, but there’s always room for improvement. We are committed to inclusion and diversity at TeamSnap, and we hold ourselves accountable for building an environment where everyone feels valued. If you need any disability-related adaptation during the recruitment process, just let us know! We are an Equal Employment Opportunity Employer.
Upload your resume now
- To unlock remote work opportunities and be discovered by global employers.
This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content.
