Customer Support Representative

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Collaborate with Fathom users through email to address inquiries and resolve issues.

• Forward bugs and technical problems to our Technical Support and Engineering teams.

• Serve as a representative for our customers, providing feedback and advocating for future product developments.

• Create positive experiences through our support channels, transforming potentially frustrating situations into successes for both our users and Fathom.

• Champion improvements in processes and productivity for the Support team.

⛳️ Requirements

• Exceptional verbal and written communication skills in English (C1 or higher).

• A strong enthusiasm for understanding the core of a user’s problem and identifying a clear, sustainable solution.

• An open-minded approach to learning and implementing technical concepts.

• A commitment to exceeding customer expectations and ensuring that support is recognized as a key strength of our business.

• A willingness to engage with the internal team, sharing queries, insights, and learnings.

• A growth-oriented mindset, receptive to feedback and areas for improvement.

• An aptitude for navigating ambiguous situations, recognizing that we will develop (and occasionally dismantle) various processes as Fathom evolves.

• The capability to work 40 hours per week, fully remote, starting at 9pm PHT Monday - Friday (7pm PHT during your training period).

🏝️ Benefits

• Healthcare premiums are covered for you and eligible dependents, along with additional healthcare reimbursements.

• 15 days of paid time off each year, in addition to company holidays.

• Benefits for WiFi and home office expenses.

• Wellness reimbursement to support your physical, mental, and emotional health.

• Monthly rice allowance.

• 13th month bonus provided in December.