Customer Support Representative

ABOUT FATHOM

We think it’s insane that so many people and businesses rely on notes to remember and share insights from their meetings.

Notes are time-consuming and stressful to create while trying to hold a conversation. Even when done well, notes are a poor solution compared to hearing something first-hand.

We started Fathom to rid us all of the tyranny of note-taking, and people seem to really love what we've built so far:

🥇 #1 Highest Satisfaction Product of 2024 on G2

🔥 #1 Rated on G2 with 2,200+ reviews and a perfect 5/5 rating

🥇 #1 Product of the Day and #2 AI Product of the Year

🚀 Most installed AI meeting assistant on both the Zoom and HubSpot marketplaces

📈 We’re hitting usage and revenue records every week

We're growing incredibly quickly, so we're looking to add to our small but mighty team.

ABOUT THE ROLE

Fresh off a successful round of funding, we're ready to expand our Customer Support team to support our rapidly growing user base. We are looking to hire tech-savvy, experienced team members based in the Philippines to play a key part in delivering exceptional customer experiences. Join us as we continue to grow!

RESPONSIBILITIES

• 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

WHO WE THINK WILL THRIVE

Our most successful Support Representatives have:

• 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

ABOUT OUR HIRING PROCESS

• You’ll meet folks on our Support and Success teams. We think it’s important that you get to meet the people you’ll be working with.

• We’re going to ask you to do a live demonstration of your customer service and written communication skills. Don’t worry, we know you’ll crush it. 

• No bullshit. Ask us anything you like. We’ve never understood why companies pretend they’re something that they’re not in the hiring process - you’re going to find out eventually so we’d rather you know who we are up front so we can both make sure this is a good fit for all involved.

• Quick turnaround time. We know you have many options, so we move fast.