Product Support Specialist

Summary

Join us in our journey to simplify operations and empower merchants around the world! Our Customer Support team advises and guides a wide variety of merchants, ensuring they launch Fulfil successfully, adopt it widely and are continually driving business value from Fulfil.

Requirements

• Minimum 2+ years relevant work experience in retail supply chain
• Previous experience in one or more of the following: Netsuite, SAP, JDA, or other ERP/Supply Chain Management software
• Flexibility to work North American timezones - the successful candidate will be able to overlap directly with the team in Toronto, Canada
• Previous experience in customer support or customer service roles at a product company. SaaS experience preferred
• Energy and a wicked work ethic
• Self-discipline, focus amongst the chaos, and the ability to persevere through the ups/downs
• Focus and the ability to dive into the details. You’re also able to connect the dots and nail down the root causes of any problems we may experience
• With strong project management and cross-functional collaboration skills, you are a task-management expert! There are only so many hours in a day and you’re able to identify the best use of that time
• A proactive mindset capable of creating a long-term vision, with a monthly/weekly plan and shipping velocity in days
• A sense of adventure and an entrepreneurial spirit
• Consistent track record of highly-professional customer service in a dynamic, start-up environment
• Superior oral and written communication skills
• Genuine empathy for others and helping customers achieve their goals
• Strong interest in technology and learning

Responsibilities

• Empathize with every aspect of the merchant experience, putting merchants’ needs first
• Guide and coach merchants along with Fulfil’s Customer Support team to ensure a delightful end user experience
• Develop in depth product expertise as a master Fulfil user and teacher
• Work closely with the onboarding and success teams to ensure a positive onboarding process for new merchants
• Responsible for delivering on support KPIs such as Initial Response Time, Resolution Time, and Customer Satisfaction
• Work with the Fulfil leadership team to manage and contribute to the effective rollout of new initiatives across Customer Support
• Partner closely with Fulfil’s Engineering, Product, Technical Support, and Sales team to drive customer value
• Take ownership over customer happiness and customer satisfaction - doing what it takes to help our merchants grow as a competitive differentiator in the ERP market
• Write exceptional documentation that allows our merchants to learn on their own time and help themselves
• Define best practices and streamline our customer support processes by designing and creating enablement curricula such as playbooks, presentations, videos, and other interactive course material
• Coach merchants to be product experts and train their teams on Fulfil best practices so they become increasingly self-sufficient
• Maintain high levels of customer engagement and satisfaction with a focus on customer dedication and loyalty

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Remote work, flexible hours