Customer Support Representative
Fathom - AI Meeting Assistant
full-time
Posted on:
Location Type: Remote
Location: Philippines
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About the role
- Partner with Fathom users via email to answer questions and troubleshoot issues
- Escalate bugs and technical concerns to our Technical Support and Engineering teams
- Act as a voice for our customers, sharing feedback and advocating for future product enhancements
- Deliver delightful experiences through our support channels, turning potentially frustrating moments into wins for both our users and Fathom
- Advocate for process and productivity improvements for the Support team
Requirements
- Excellent verbal and written English skills (C1 or higher)
- A passion for understanding the heart of a user’s issue and finding a clear, long-term solution
- An open mind about learning and applying technical concepts
- Motivation to go above and beyond for customers, and ensuring support is seen as a strength of our business
- A desire to engage with the internal team, sharing questions, insights, and learnings
- A growth mindset, open to feedback and areas of opportunity
- A knack for working in gray areas, understanding we’ll build (and break!) many processes as Fathom continues to grow
- The ability to work 40 hours per week, fully remote, starting at 9pm PHT Monday - Friday
Benefits
- Healthcare premiums covered for you and qualified dependents, plus additional healthcare reimbursements
- 15 days of paid time off annually, plus company holidays
- WiFi and home office benefits
- Wellness reimbursement to support your physical, mental, and emotional wellbeing
- Monthly rice allowance
- 13th month bonus in December
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
excellent verbal communicationexcellent written communicationcustomer advocacyproblem-solvingprocess improvementgrowth mindsetmotivationcollaborationadaptabilityuser empathy