Job Description
Build the world's fastest Identity and Checkout products
Company Mission
Our mission is to make buying online faster, safer and easier for everyone. Fast Login and Fast Checkout enable a one-click sign-in and purchasing experience that makes it easier for people to buy and merchants to sell. The company’s products work on any browser, device or platform to deliver a consistent, stress-free purchasing experience. Fast is entirely consumer-focused and invests heavily in its users’ privacy and data security. Headquartered in San Francisco but open to a globally remote workforce, we are a founders-led, privately held company funded by Stripe, Index Ventures, Susa Ventures and other world-class investors.
We are committed to diversity and inclusion, and demonstrate our values through equitable pay, fantastic benefits, and access to all reasonable accommodations.
Summary
We are hiring a Customer Success Support Specialist who will be responsible for delivering industry-defining support for Fast’s growing seller and consumer base. This new role is essential in bringing the Fast Customer Success mission to life to its community and in directly contributing to Fast’s growth.
Role
-Handle day-to-day account and customer interactions across different support channels-Collaborate with partners in Sales, Product, Eng, Security, and more to get the right answers for our customers-Train new team members who join the Customer Success organization-Build processes or policies to help improve overall support metrics and CS operations-Improve and update existing internal and external help content and other CS resources
Requirements
-Have a minimum of 2+ years experience delivering exceptional support with positivity, empathy, and understanding for a startup or FinTech company.-Have a technical understanding and ability to troubleshoot and resolve technical problems.-Our customers are always top-of-mind for you and their happiness is your primary driver and motivation. -You thrive in building and encouraging internal relationships with partners and making data-supported recommendations which impact external customers. You always have the customer’s best interest in mind and you advocate on their behalf.-Be proactive, inventive and a natural problem-solver. Ask thoughtful questions and take action to come up with a solution.-Communicate and develop rapport- you follow-up and follow-through, always staying vigilant with your teammates and partners.-Be passionate about your own growth, and help your teammates grow with you.-Experience providing customer support across all channels, including email, voice, chat, social media and in-person (when allowed and safe!)-Proficiency in multi-channel support tools like Zendesk or Salesforce.-Experience working in a global support or service organization, supporting one or more regions.-Flexible to work weekends and holidays based on business needs.
Plus
-Basic HTML/CSS/JS skills-Social media support management-Familiar with Zendesk integration, automations, and reporting-Project or program management experience-Experience in tech, FinTech, or e-commerce
Benefits and Perks- Because People Matter
Comprehensive insurance (paid 99% by the company) with no deductible, and 10 dollar copaysGlobally remote with flexible work schedules to fit your needsGenerous paid parental/family leave for all caregivers- up to 12 weeks401k with match up to 4%Equity grant People-focused PTO that you determine- time off is there when you want it, when you need itFrequent inclusive events scheduled to allow everyone to express their voice (or dance skills)Monthly exercise and internet stipends---and snacks
Job Specification