Customer Support Representative - Tier 1

Hi, I'm Julia! I'm the Customer Support Team Lead at Fellow. I joined Fellow in 2021 as an Implementation Specialist and for the past two years, I have been keeping the customer support process at the high-quality level we strive for. As the experts on our customers, our customer support team works collaboratively to make sure every user of Fellow has success using the product.

We are looking for a Tier 1 Customer Support Representative to ensure that customers are given a fast and quality response to all their enquiries.

What is Fellow?

Fellow is the first app of its kind built for managers and their teams to power 1-on-1s, group conversations, feedback, and priorities. It is rated the #1 meeting management software on G2, and is trusted by the world’s best teams.

Established in 2017, our team of over 60 staff works remotely from cities across Canada, guided by our mission: Make Work Better for Everyone - and that includes our own employees!

Our values make sure we are always evolving and growing, like our product. All employees are given regular feedback on their impact on the company’s growth, time to socialize and connect with their team members, scheduled performance reviews, and flexibility in their work to empower them to be their best.

TL;DR: We are an ambitious team well on its way to building the next big thing in tech - we're on a mission to help make meetings delightful for everyone and we'd love to have you on this journey with us.


The opportunity

The Customer Support Representative acts as a liaison between our customers and internal departments, and is often the first point of contact for our new and existing users. This role will also be responsible for creating product-focused resources and finding new opportunities for customers to extend their use of Fellow within their organization.

You will thrive in this role if you are:  

• A highly motivated individual who is passionate about delivering exceptional customer service and managing small projects.
• Technically proficient and a quick learner
• Adaptable to different client personalities while being able to establish trust and a productive working relationship.

Your typical days will involve:

• Representing the “Voice of the Customer” within Fellow; documenting customer-driven insights and advocating internally for customer needs.
• Developing and maintaining deep expertise of the product and best practices to advise customers and create customer-facing resources (i.e. how-to videos and support articles).
• Managing the process and coordinating internal resources to effectively address customer satisfaction and escalation of issues.
• Helping diagnose various customer issues and identifying potential solutions and delivering customer value through live chat and customer support calls over Zoom.
• Skilled in communicating with executives and high-level clients to understand their goals and align strategies effectively.
• Building and maintaining customer loyalty with a “Customer Obsessed” approach through proactive communication and outreach.
• Promoting an environment with high customer intimacy, sensitivity to business performance, and a high degree of situational awareness for all accounts.
• Tracking and reporting on key metrics for customer happiness, adoption and success.
• Identifying upsell opportunities.
• Requesting customer testimonials and referrals.
• Exercising sound judgment in decision-making to consistently deliver exceptional customer service that exceeds customer expectations.
• Develop and improve scalable processes and efficient tools to achieve meaningful interactions with customers.
• Evaluating leads to send to the sales team 

You’ll stand out if you...

• Have 3 or more years professional experience in a customer-facing support role.
• Have awesome English communication skills, both written and verbal.
• Are comfortable on both chat and customer-facing Zoom calls. Most of the support we provide happens over chat and video calls, not on the phone.
• Are comfortable creating customer support videos and articles.
• Have sales experience 

Compensation

• Health and Dental Benefits that are fully paid by the company.
• Employee Stock Options.
• $1,000 personal learning credit per year.
• Regular compensation evaluations and raises. 

The Fine Print

• Fellow isn’t a tiny start-up,  but we’re still agile and changes happen fast and all the time here at Fellow. You have to enjoy the challenge of constantly learning and growing in your role.
• Our environment is suited for people who thrive in experimenting and figuring out the best way to do their work - and sharing those successes with others
• You’ll have to be available for work from 9:00 am to 6:00 pm Monday to Friday. Typically shifts are 9-5 and 10-6 Eastern Time. This does include working some holidays, but this responsibility is shared amongst staff.
• There will be times you may have to work earlier in the morning or into the evening to accommodate training for overseas customers.  
• We are 100% remote and candidates should be located in Canada and be legally entitled to work for any employer