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 https://www.g2.com/best-software-companies/highest-satisfaction

🔥 #1 Rated on G2 with 6,300+ reviews and a perfect 5/5 rating https://www.g2.com/products/fathom-2021-09-22/reviews

🥇 #1 Product of the Day and #2 AI Product of the Year https://www.producthunt.com/posts/fathom-2

🚀 Most installed AI meeting assistant on both the Zoom https://marketplace.zoom.us/apps/JgSwuY4ZSGim6_OPRZV0Ig and HubSpot https://app.hubspot.com/ecosystem/20372723/marketplace/apps/sales/sales-enablement/ai-notetaker-by-fathom marketplaces

📈 We’re hitting usage and revenue records every week https://drive.google.com/file/d/1W_aQ_E6G9yzCHi3wDWmpq4wRYjqp3tQA/view?usp=sharing

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.