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. This is a highly cross-functional role; you'll work closely with Fulfil’s customers to uncover their business needs and then coach them on the best ways to use Fulfil to solve them. Internally, you’ll work closely across Fulfil’s product, onboarding and success teams ensuring your helping our merchants achieve maximum value. The support team is the foundation of everything we do at Fulfil, and we take the role of supporting our merchants seriously. You’ll be at the forefront of driving the quality service our merchants deserve; whether that be over email, over the phone, or via video conference. We're looking for someone who truly believes in the merchant experience and knows what it takes to drive performance at all levels.
Minimum 2+ years relevant work experience in a customer support or customer service role at a product company. SaaS experience preferred
Energy and a wicked work ethic - Customer Support is a 24/7/365 operation
Self-discipline, focus amongst the chaos, and the ability to persevere through the ups/downs
Previous experience in one or more of the following: Netsuite, SAP, JDA, or other ERP/Supply Chain Management software;
Focus and the ability to dive into the details. You’re also able to connect the dots and nail down root causes for any problems we may experience. You are able to effectively translate strategic ideas into action.
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
Prior experience at a growth stage Internet/Software company
Knowledge of support methodology and process, and experience using Zendesk
Experience with e-commerce technologies like Shopify or Shopify Plus
Direct or indirect leadership experience in managing a team
CPA or Finance Background
Coding ability or other technical experience e.g. SQL
Fulfil.io helps high growth, high volume merchants simplify operations and scale for growth. With the rise in omnichannel commerce, Fulfil was founded with the simple idea that merchant operations need to be simplified in order to deliver amazing retail experiences. Fulfil enables businesses to turn their back-office operations into an accelerator for growth by integrating order management, inventory management, warehouse management, vendor/supplier management, wholesale, manufacturing, financials and customer service, into one seamless solution. We believe merchants should love their operations platform, and we work hard to make that happen every single day. Fulfil.io is a trusted solution for brands like Nectar Sleep, Mejuri, Lie-Nielson Toolworks, and many more.
Fulfil.io is a venture-backed technology company with offices in Toronto, Canada and Bangalore, India. The team is made up of people who want to feel challenged at work, be the best at their craft and learn from one another. We come from different backgrounds and experiences, all passionate about the work we do, the team we do it with, and the customers we do it for. Join us in our journey to simplify operations and empower merchants around the world!