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Customer Success Specialist at Fellow, Remote (Canada)

The Customer Support Specialist acts as a liaison between our sales and customer support departments, ensuring the successful and smooth transition of customers from implementation onward. 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.
• Ability to communicate with executives and high-level customers to determine and drive alignment to customer goals and strategy.
• 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 judgment in decision-making in order to routinely deliver top-notch customer service above and beyond customer expectations.
• Develop and improve scalable processes and efficient tools to achieve meaningful interactions with customers.

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.
• Can occasionally work flexible hours to support international customers.

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 5:00 pm, Monday to Friday.
  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