At Snap! Mobile, our customer support team represents the voice and heart of our brand. This Code of Conduct outlines the expectations for professionalism, communication, and behavior to ensure we provide exceptional service externally and promote a positive environment internally.
1. Be Respectful and Professional in All Interactions
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Treat all customers and colleagues with kindness, professionalism, respect, patience, and courtesy.
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Remain calm and composed in challenging situations.
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Avoid using slang, sarcasm, or offensive language.
- Do not use offensive, discriminatory, or inappropriate language—whether in jest or frustration.
- We maintain a zero-tolerance policy for harassment, bullying, or exclusionary behavior.
2. Communicate Clearly and Honestly
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Provide accurate, complete, and timely information.
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Admit mistakes honestly and offer solutions or escalate appropriately.
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Use clear, concise, and customer-friendly language.
- Be empathetic to situations and be the listening ear they may need in that moment to usher them towards a positive solution.
3. Maintain Confidentiality
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Protect customer data and sensitive company information at all times.
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Follow all relevant privacy and security protocols.
4. Be Accountable
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Take ownership of tasks and follow through on commitments.
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Respond promptly and professionally to internal and external communications.
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Use tools and systems as intended for documentation and tracking.
- Not doing your part falls on the shoulders of your teammates.
5. Act With Integrity
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Uphold company values in every interaction (see The Pulse below).
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Avoid conflicts of interest and report any ethical concerns to leadership.
- Contribute to a culture where everyone feels safe, supported, and seen.
6. Foster a Positive and Inclusive Team Environment
- Engage actively with your teammates to support and uplift through collaborations—share ideas, ask for help, and offer support.
- Be approachable, inclusive, and open to different perspectives.
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Offer constructive feedback and accept guidance with a growth mindset.
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Celebrate collective wins and recognize others’ contributions.
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Assume positive intent and address disagreements respectfully and constructively.
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Remember: we’re all on the same team, working toward the same goal—happy, successful customers.
Violations of this policy may lead to coaching, disciplinary action, or other appropriate consequences.
If you have questions or need clarification, reach out to your manager or HR.
