Customer Support Specialist (US Daytime Shift)

About Fisherman

Millions of small business owners around the world do not have the resources to hire a custom web agency or the technical ability to build and manage a website themselves. Fisherman has created cutting edge technology that automatically creates complete web presences for them in minutes without any effort. We’re on a mission to automatically help lift traditional brick & mortar businesses to the digital era and operate their online commerce. We’re an early-stage distributed startup with a rapidly growing customer base across all 50 states, and we’re looking for talented individuals to grow our operations.

Role at a Glance

As a Customer Success Specialist, you will be responsible for Fisherman’s relationship with our growing customer base. You’ll help guide new sign ups through the onboarding process, work closely with our Sales and Technical Support teams to handle inbound requests, and will be involved in strategic conversations with our core team. The role will involve a combination of reactive support work (taking calls and fulfilling tickets) as well as proactive success functions (churn prevention). This is a great opportunity for someone who is interested in working in a fast-paced startup environment and taking on significant responsibility early in their customer success career. If you are passionate about helping small businesses at scale, please reach out!

Core Competencies

•Must be able to speak & write in fluent English
•Excellent written & verbal communication skills (you’ll be talking to customers everyday)
•3+ years experience on a Technical Support team
•4+ years of customer support experience
•Strong work ethic, initiative, and adaptability to a fast paced startup environment
•Technically savvy (you’ll be working with a variety of software tools)
•Bonus: Experience with customer support for small business owners (restaurants, salons, retail, etc.)
•Bonus: Experience with Zendesk or another ticketing system

Key Responsibilities

•Respond to customer requests and inquiries by email, phone, and chat
•Collaborate with Sales and Technical Support teams
•Recommend and implement process improvements