Customer Support Specialist

Summary

Join FMX's Customer Success team as a Customer Support Specialist and become a key player in providing world-class support. You will manage a high volume of inbound support tickets, phone calls, and live chat messages, troubleshoot technical issues, and conduct end-user training sessions. This role requires 1-3 years of experience in customer support and strong problem-solving skills. You will work in a fast-paced, collaborative environment, contributing to the company's strategy and culture. The position offers competitive benefits, including 100% company-paid health insurance, generous PTO, flexible hours, and a home office stipend. FMX is a remote-first company with a collaborative and supportive team culture.

Requirements

• 1-3 years of experience in Customer Support, SaaS, or a related role
• Customer-centric mindset; a 98% customer satisfaction rating is a mark you strive to uphold
• You’re a problem solver and have demonstrated the ability to analyze, troubleshoot, document and resolve complex technical issues in a timely manner
• Can handle a high volume of support cases and consistently meet established SLAs
• Exhibit exceptional written and verbal communication skills
• You’re compassionate and skilled in building rapport and relationships with customers
• Proven experience working in a deadline-driven environment with great results
• You take pride in your work; quality is of the utmost importance
• Comfortable leading training sessions with end-users with varying levels of technical knowledge
• Demonstrate a high attention to detail and excellent time management/organizational skills
• Innovative mind and can use your creativity to create impactful solutions for end-users
• Self-motivated and able to thrive in a fast-paced, competitive environment
• You embody our core pillars: We value our work ethic, we are disciplined in our processes and responsibilities, we are coachable and seek out constructive criticism, we value results and are performance-driven, we treat each other and everyone we meet with respect and integrity
• Willingness to travel a few times a year

Responsibilities

• Manage a high volume of inbound support tickets, phone calls, and live chat messages
• Answer product-related questions and inquiries in great detail
• Investigate, troubleshoot, document, and resolve technical issues
• Adhere to customer support SLAs for response and resolution times
• Coordinate and lead end-user training sessions
• Fulfill FMX site configuration projects and adhere to completion timelines
• Maintain a high-level of customer satisfaction through professional and courteous service
• Provide product support for the implementation and retention teams as needed
• Develop internal and customer-facing documentation
• Work closely with the Customer Support management team to identify new ways to streamline processes and improve workflow

Preferred Qualifications

• BS/BA degree is preferred
• Background in customer support and/or IT helpdesk is a major plus

Benefits

• 100% company-paid health, dental and vision insurance
• Work from home: At FMX we are remote first, but you’re welcome to use our office as you need
• Home office stipend: We’ll give you everything necessary to do your job (company sponsored laptop, headset, etc.). We will also provide up to $500 to help with equipment, furniture and accessories. You will also get $60/month toward your home internet connection
• Generous PTO and UTO (unplanned time off) policies: If you’re sick, why should that cut into your vacation time?
• Enjoy flexible working hours : Have a dentist appointment at 8:30 AM? Need to tack on an extra 15 minutes at lunch to squeeze in that workout? As long as you're getting your work done then our working hours are flexible
• We have a training and incentive program and mentorship opportunities
• 401(k) and medical / dental / vision insurance