Product Support Specialist
February 16
Description
• 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.
Requirements
• Minimum 2+ years relevant work experience in retail supply chain • Previous experience in one or more of the following: Netsuite, SAP, JDA, or other ERP/Supply Chain Management software • Flexibility to work North American timezones - the successful candidate will be able to overlap directly with the team in Toronto, Canada • Previous experience in customer support or customer service roles at a product company. • SaaS experience preferred • Energy and a wicked work ethic • Self-discipline, focus amongst the chaos, and the ability to persevere through the ups/downs • Focus and the ability to dive into the details. You’re also able to connect the dots and nail down the root causes of any problems we may experience. • You are able to effectively translate strategic ideas into action. • With 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
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