Customer Support Representative, Fellow
+ Employee Stock Options
More information about location
Productivity software for meetings
Be an early applicant
Productivity software for meetings
21-100 employees
Be an early applicant
+ Employee Stock Options
More information about location
21-100 employees
Company mission
Fellow's mission is to make meetings delightful.
Role
Who 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
- 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
What the job involves
- 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
- 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
Our take
The quality and quantity of meetings has long been a problem in many workplaces, and the shift to remote/hybrid work over recent years has pushed it to boiling point. It’s no surprise then that meeting-optimization software company Fellow has found plenty of success in the space.
Fellow is a comprehensive meeting productivity app that allows users to construct agendas, record notes, assign items and more all through a single platform. The company has enjoyed strong growth since its launch, but faces a host of contenders similarly looking to dominate this burgeoning market.
Whilst Fellow’s offering seems more comprehensive and customizable than competitors like GoogleDocs and Hugo, the comparison becomes tighter against Adam.ai and Docket. That said, the company has attracted big-name clients like Motorola, Shopify, and Uber, which should help it compete as the market evolves.
Steph
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Oct 2021
$24m
SERIES A
Jun 2019
$6.5m
SEED
Total funding: $37m
Company benefits
- Stock options
- 3 weeks of vacation plus a paid company break at the end of the calendar year, and paid sick leave
- Health and dental coverage (includes prescription drugs and life insurance)
- 12 weeks of paid parental leave at 80% of your salary available to any parent when a child comes into their family
- Ownership, impact, and innovation
- Flex time - we have core office hours Monday to Friday but no one is watching the clock and making sure you are always at your desk
Company HQ
Cummings, Ottawa, ON
Leadership
Aydin Mirzaee
(CEO)Previously co-founded client feedback company Fluidware, which was ultimately acquired by SurveyMonkey. Went on to work as Director of Product Management and then General Manager at SurveyMonkey.
Amin Mirzaee
(CPO)Another co-founder of Fluidware, who went on to work as Senior Director of Engineering at SurveyMonkey when it bought out Fluidware.
A technical co-founder of Fluidware, who when the company was acquired by SurveyMonkey went on to work there as a Senior Engineering Manager.
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