Customer Support Representative

ABOUT FATHOM

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 firsthand.

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 6,300+ 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

To help set us up for a successful year, we're expanding our Customer Support team to partner with 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 (7pm PHT during your training period)

BENEFITS

We believe that when you take care of your people, they can bring their best selves to the workplace. With that in mind, Fathom offers a comprehensive suite of employee benefits to our colleagues in the Philippines, including:

• 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

ABOUT OUR HIRING PROCESS

• You’ll meet folks on our Support team, both Leads and other Customer Support Representatives. 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.