Serve as the frontline support resource for Fringe users by responding promptly, courteously, and knowledgeably to customer service chats and cases.
Take ownership of customer issues from initial inquiry through resolution.
Troubleshoot both basic and more advanced platform issues, identify root causes, and collaborate with internal teams as needed to resolve problems efficiently.
Develop and maintain a deep understanding of the Fringe platform, including new features, onboarding clients, and vendor updates.
Work closely with Customer Success, Implementation, and other internal teams to deliver a seamless, high-quality support experience for users and clients.
Follow established communication procedures, guidelines, and policies.
Go above and beyond to enhance the user experience by demonstrating empathy, professionalism, and a genuine commitment to customer satisfaction.

Requirements

1–3 years of experience in a customer support, customer service, or customer-facing role; experience in a SaaS or technology environment is a plus.
Strong written and verbal communication skills with the ability to clearly explain solutions to users with varying levels of technical knowledge.
Proactive, solution-oriented mindset with strong troubleshooting and analytical abilities.
Empathetic and patient approach with a strong commitment to customer happiness and satisfaction.
Comfortable working in a fast-paced, evolving environment with changing priorities and ambiguity.
Ability to quickly learn new tools and systems; strong multitasking skills and attention to detail.
Ability to work effectively both independently and as part of a team.

Benefits

Employer-paid medical, dental, and vision insurance for individuals and families
3% company match on 401(K) retirement contributions
Unlimited paid time off (2 weeks minimum/year) as well as paid holidays, volunteer days, wellness days, and parental leave
Stock options so you can participate in our success
Company-sponsored happy hours and team events (in person and virtually)
Your choice of monthly Fringe lifestyle benefits, ranging from travel to apparel to delivery services.
Company wellness program
Free access to Doordash DashPass and Masterclass.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

troubleshootinganalytical abilitiescustomer supportcustomer serviceSaaS experience

Soft skills

strong written communicationstrong verbal communicationproactive mindsetsolution-orientedempathetic approachpatient approachcommitment to customer satisfactionmultitasking skillsattention to detailteamwork