Product Support Specialist

The Purpose of This Role

The Product Support Specialist position is a full-time, remote position at Snappy Kraken. Accessibility requirements depend on the role but could be expected during standard business hours, Monday through Friday. This position is open to candidates currently residing and eligible to legally work in the United States or Canada.

The Product Support Specialist aims to drive retention and product adoption by providing support for our suite of products, including—but not limited to—troubleshooting technical issues and using the product on the client’s behalf to fulfill digital marketing activities. This individual will coordinate with Client Support Specialists and other CX teams to ensure any client requests or issues are resolved. The Product Support Specialist position will report to the Manager of the Support Team.

Primary Role & Responsibilities

• Communicate with clients to diagnose, troubleshoot, and resolve product technical issues and requests
• Liaise with our product teams to address more complex issues
• Contribute improvement ideas to our product functionalities and company processes
• Make an outbound effort to improve client satisfaction
• Proactively reach out to clients to avoid technical issues
• Use our product to complete client website update tasks
• Setup additional products/services for clients as needed
• Manage communication with tech stack vendors as needed
• Contribute to ongoing updates of the knowledge base and other product learning resources internally and externally
• Actively participate in the achievement of department and team objectives
• Collaborate with internal and external teams to ensure a smooth client experience.

Primary Qualifications

• Certificate or diploma in web design, programming, digital marketing, or comparable experience
• Previous experience in a technical support position
• Ability to clearly articulate yourself both by phone and email
• Basic understanding of HTML/CSS/Javascript
• Experience with web technologies, CMS, and/or other Website Platforms
• Experience with email systems and configuration or email marketing technologies
• Digital marketing knowledge and experience is an asset
• Fluency in French is an asset but not required
• Tech-savvy, solution-oriented, and has a desire for continuous learning
• Passion for helping customers and teammates succeed

Perks & Benefits

• Work Remotely
• Flexible Time Off for your vacation, personal and sick days
• Development Fund to help you grow
• Medical Insurance Options
• Parental/Maternity Leave
• Growth opportunities

As of August 2025, the expected compensation range for this position is $45,000-50,000 USD/ $45,000-50,000 CAD based on country of residence. Pay will be based on several factors, such as experience, certifications, location, market conditions, and other business and organizational needs. Snappy Kraken anticipates that the reasonably expected salary for this position could change in the future and retains the right to change or revisit the salary range according to business needs.   

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As a remote company, it is critical to remember that our contributions and teams are interconnected and accessibility is the expectation.

At Snappy Kraken, diversity powers meaningful connections, impactful work, and great outcomes. Our culture of diversity and inclusion means we nurture an environment where each team member can do their best work.

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.