Company Overview
Founded on the principle that merchant operations should be simple and efficient, Fulfil empowers high-growth, high-volume merchants to manage their business operations. In response to the increasing complexity of omnichannel commerce, we developed a comprehensive solution that transforms back-office operations from a challenge into a catalyst for growth.
Our unified platform seamlessly integrates essential business functions from order management to financial systems.
Fulfil is a technology company with offices in Toronto, Miami and Bangalore. 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 are trusted by brands like EndySleep, Mejuri, HexClad, Ridge, and many more.
Role Overview
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. They are Fulfil product experts, with exceptional knowledge of supply chain principles and e-commerce operations.
This is a highly cross-functional role; you'll work closely with Fulfil's merchants to uncover their business goals and then coach them on the best ways to use Fulfil to achieve them. Internally, you'll work closely across Fulfil's product, onboarding and success teams ensuring 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.
What You'll Do
Empathize with every aspect of the merchant experience, putting merchants' needs first
Guide and coach merchants along with Fulfil's Customer Support team to ensure a delightful end-user experience
Develop in-depth product expertise as a master Fulfil user and teacher
Work closely with the onboarding and success teams to ensure a positive onboarding process for new merchants
Responsible for delivering on support KPIs such as Initial Response Time, Resolution Time, and Customer Satisfaction
Work with the Fulfil leadership team to manage and contribute to the effective rollout of new initiatives across Customer Support
Partner closely with Fulfil's Engineering, Product, Technical Support, and Sales team to drive customer value
Take ownership over customer happiness and customer satisfaction - doing what it takes to help our merchants grow as a competitive differentiator in the ERP market
Write exceptional documentation that allows our merchants to learn on their own time and help themselves
Define best practices and streamline our customer support processes by designing and creating enablement curricula such as playbooks, presentations, videos, and other interactive course material
Coach merchants to be product experts and train their teams on Fulfil best practices so they become increasingly self-sufficient
Maintain high levels of customer engagement and satisfaction with a focus on customer dedication and loyalty
