Customer Support Specialist 🔥
As a member of the Customer Support team, you’ll work with other highly motivated Customer Support Specialists to manage user interactions via email, phone, and chat. You will work with and be supported by several other Fleetio teams (Accounting, Engineering, Sales, Success) including providing direct customer feedback to the Product Strategy Team.
Our ideal candidate is someone who is excited to jump in, research, troubleshoot, and would enjoy crushing a queue each day. This person will juggle phone, online chat, and email support. This is a queue-heavy, frontline support role with 1-2 projects for downtime.
We’re looking for a personable, high-energy, team-oriented, and tech-savvy team member who excels at helping customers solve their problems. We take customer service seriously and consider this role essential to the company’s success. Please take the chance to brag on yourself in your cover letter by including any Support related metrics (CSAT, ticket/case volumes, etc). Be sure to mention coffee in your application so we know you actually read this.
What you'll be doing
- Handle inbound customer requests via email, phone, and chat
- Quickly follow-up to resolve customer inquiries with helpful, personalized responses
- Identify, reproduce and document issues for the product teams
- Assist the product teams by testing new features and issue resolutions
- Spot trends in customer issues and communicate with product teams
- Work with 3rd party partners to escalate and resolve integration issues
- Monitor and report on support metrics and KPIs and suggest improvements
- Work with fascinating customers and prospects from all around the world
- Be a part of an incredible team of A players who go above and beyond to make Fleetio a successful company
- Work from our awesome HQ in downtown Birmingham, AL in order to collaborate and strategize with our success, sales, and product teams
- Must be able to work Monday through Friday from 10am - 7pm Central Time
- At least 1 year of experience doing email-centric customer support for a web application
- Genuine empathy for customers, and desire to make them feel happy and understood
- Passion for exceptional customer service and appreciation for its role in a company’s success
- Excellent writing and communication skills
- Resourceful and determined, yet not afraid to ask for help
- Natural troubleshooting skills and ability to creatively problem solve
- Serious attention to detail and follow up
- Ownership of escalation and problem resolution
- Ability to work in a team environment
- Excited by technology and its ability to make you more productive
- Some travel may be required
- 100% coverage of health and dental insurance
- 401(k) + match
- Company stock
- Dependent Care FSA and Medical FSA
- Generous PTO and 8 company holidays
- Maternity/Paternity leave
- Mac laptop, book stipend, and professional development funds
- Health and wellness initiatives
- Remote working friendly
- Monthly catered lunches and office snacks
This application is not intended to and does not create a contract or offer of employment. Employment with Fleetio is at will.
If you have a disability or a special need that requires accommodation to fill out the online application, please let us know by calling (205) 718-7500 or emailing recruiting@fleetio.com.