Snappy Kraken is the marketing program leader in the financial services industry and voted Best Place to Work in FinTech for 3-years in a row. Our Automated Growth Program helps transform financial advisory businesses through purpose-driven content, easy automation, and world-class support. Our culture is intentionally designed to bring out the best in each team member so that we can continually achieve our growth and revenue potential. Every new person we add to our team helps raise the bar of what we can accomplish together. How can you contribute?
The Purpose of This Role
This role is responsible for handling all incoming and outgoing chat support requests for Snappy Kraken and all Enterprise platforms. This role’s primary responsibility is to help our members learn and adopt the Snappy Kraken platform by answering questions brought up to chat support, as well as escalating tickets to Technical Support (Tier 2), or other departments as needed. The Chat Support Specialist role requires excellent written and verbal communication skills, as well as some technical knowledge or learning capabilities to quickly learn the ins-and-outs of the Snappy Kraken platform and how it operates.
This role reports to the Manager of Technical Support.
Primary Role & Responsibilities
The primary function of this role is to help solve some of our member’s most common questions about using our platform, as well as routing incoming requests to the correct departments. This includes:
Answering basic technical questions from members
Teaching members the ins-and-outs of Snappy Kraken
Answering questions about the actual use of the Snappy Kraken platform
Partnering with the Member Engagement team to ensure Onboarding efficiency and onboarding goals
Routing questions to the appropriate email inboxes for issues not solved within Tier 1
Knowledge of new and upcoming features on the platform to share with members
Basic triage of technical issues to be escalated to the Technical Support Team
Knowledge of new and upcoming campaigns on the platform to share with members
Escalation of true Customer Success questions that cannot be answered in chat to the CSM inbox
2-4 years of customer support experience, preferably in a SaaS environment
Previous industry experience in financial services, marketing, or technology preferred
Excellent written and verbal communication skills, as well as organizational skills
Ability to multitask and prioritize
Self-starter with strong problem solving skills
Essential Qualities for Remote Team Members
Having a distributed team allows us to do great work with amazing people, who not only deliver tons of value, but who also find the process itself deeply satisfying. Remote team members have the freedom to choose their place to work. The key to success is making good things happen consistently as a leader in your area of expertise. There must be mutual trust among team members to get work done right and on time. The ideal candidate will have successful experience producing in a virtual environment and these natural characteristics:
Productive working independently and on a team
Ability to prioritize, multi-task, and stay organized
Attentive to the internal organizational structure
Computer literate and tech-savvy
Ability to communicate clearly in writing
Achieve and own results of your work
Working remotely for Snappy Kraken requires that each team member independently obtains and maintains their own proper working environment, fully equipped with all needed furniture and supplies, including but not limited to stable high-speed internet. The chosen work environment must be clean and free of distractions or noises that may inhibit the ability to provide the functions described in this job description.
New hires must complete a 90-day probationary period. During this time, a new hire will receive training to help them get acquainted with the role, our culture, and learn how to properly execute job functions. An employment relationship may continue if it’s a good fit for everyone, based on the new hire’s alignment with Snappy Kraken values, performance evaluation of specific milestones, accessibility, and communication.
As a remote company, it is critical to remember that our contributions and teams are interconnected and accessibility is the expectation. Availability during standard East Coast business hours, or as scheduled, for client inquiries, team calls, and video chats is expected.
We believe every team member of Snappy Kraken can reach their maximum potential. We are intent on alignment around Outcomes and Key Results (OKRs), addressing obstacles and opportunities openly and honestly, and regular reporting and tracking of development. Continuously refining values, skills, and knowledge is fundamental to future growth opportunities.
About Snappy Kraken
Snappy Kraken is a transformative Automated Growth Program for financial advisors, built on the exclusive Cold to Gold framework. Advisors take what they’re already naturally good at online with the content, automation, and support they need to GROW!
Health/Dental/Vision/Life/AD&D/STD/LTD available after 90 days with employer premium contribution
401k with company match available after 6 months
PTO and paid holidays
Annual education stipend
More perks & benefits
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.