Company Overview

Snapfix is a mobile-first SaaS platform for operational management in physical environments. Hotels, care homes, facilities, campuses and property management companies use Snapfix to streamline how their teams communicate, manage tasks and maintain their buildings. Our mission is to make operations as simple as taking a photo, enabling teams around the world to collaborate effectively and keep their properties running smoothly.

Role Overview

We are looking for a Customer Support Specialist to join our team in Ahmedabad (in the office). This role sits at the heart of our customer experience, combining hands-on support desk management with ownership of customer onboarding and ongoing training.

You will be the first point of contact for customers who need help, the person who guides new customers from sign-up to active usage through our onboarding dashboard, and a trusted voice on training calls and check-ins. You will work alongside our existing support team member in Ahmedabad and collaborate closely with the wider Customer Success team based in Dublin.

This is a role for someone who enjoys solving problems, building relationships with customers and taking ownership of the full customer journey from setup through to long-term success.

Customer Support (approx. 40%)

- Manage incoming customer queries via the support desk, ensuring timely, accurate and helpful responses.
- Troubleshoot product issues, guide users through features and escalate technical problems when necessary.
- Maintain and update the knowledge base with FAQs, guides and resolution workflows.
- Monitor support metrics including response time, resolution time and customer satisfaction scores.
- Assist with account setup,



configuration and user management for new and existing customers.

Customer Onboarding (approx. 40%)

- Collect operational structure, user details and team information during setup to configure accounts accurately.
- Ensure timely onboardings including managing the onboarding lifecycle with the customer from configurations to follow ups.
- Configure teams, roles, checklists, planned tasks and operational workflows within the Snapfix platform.
- Coordinate with Customer Success Managers to provide detailed handoffs once onboarding is complete.
- Identify and flag at-risk onboardings early and take corrective action to keep customers on track.

Customer Training and Engagement (approx. 20%)

- Be comfortable delivering ongoing product training sessions for new and existing customers via video call.
- Facilitate group training webinars for larger customer cohorts or new feature launches.
- Feed customer insights and common challenges back to the wider CS and Product teams to improve the experience.

Requirements

- 2+ years of experience in a customer-facing role, ideally in customer support, onboarding or customer success within a SaaS environment.
- Strong written and verbal communication skills in English, with a clear and professional manner on calls and in writing.
- Experience managing a support desk or ticketing system (we use Hubspot e.g. Intercom, Zendesk, Freshdesk)




- Comfortable running video calls and presenting to groups of customers with confidence.
- Organised and detail-oriented, with the ability to manage multiple onboarding projects simultaneously.
- Proficiency with CRM tools (e.g. HubSpot) and familiarity with SaaS product workflows.
- An analytical mindset, able to interpret customer data and usage metrics to inform decisions.
- A proactive, solutions-oriented approach. You spot problems early and take initiative to fix them.

Nice to Have

- Experience in facilities management, hospitality, property management or a related industry.
- Familiarity with onboarding automation tools or customer health scoring frameworks.
- Experience creating training content such as video tutorials, user guides or help centre articles.

What We Offer

- Market-competitive salary.
- Opportunity to shape and grow a customer-facing function from the ground up.
- Direct collaboration with an international team across India and Ireland.
- Professional development opportunities to build your career.
- A fast-moving, supportive team culture where your work has a visible impact on customers.

About the Team You will join the Customer Success team, working alongside peers in Ahmedabad and reporting to the Dublin team. The wider team includes CSMs in Ireland. You will have regular touchpoints with the Dublin team and play an important role in how Snapfix delivers value to customers globally.

Job Type: Full-time

Pay: ₹80,000.00 - ₹110,000.00 per month

Benefits

- Flexible schedule
- Paid sick time
- Paid time off

Language:
- English (Required)

Location:
- Ahmedabad, Gujarat (Preferred)

Work Location: In person

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