Customer Success Support Specialist

Build the world's fastest Identity and Checkout products

Company Mission

Our mission is to make buying online faster, safer and easier for everyone. Fast Login and Fast Checkout enable a one-click sign-in and purchasing experience that makes it easier for people to buy and merchants to sell. The company's products work on any browser, device or platform to deliver a consistent, stress-free purchasing experience. Fast is entirely consumer-focused and invests heavily in its users' privacy and data security. Headquartered in San Francisco but open to a globally remote workforce, we are a founders-led, privately held company funded by Stripe, Index Ventures, Susa Ventures and other world-class investors.

Summary

We are hiring a Customer Success Support Specialist who will be responsible for delivering industry-defining support for Fast's growing seller and consumer base. This new role is essential in bringing the Fast Customer Success mission to life, and indirectly contributing to Fast's growth.

Role

• Handle day-to-day account and customer interactions across different support channels
• Collaborate with partners in Sales, Product, Engineering, Security, and more to get the correct answers for our customers
• Train new team members who join the Customer Success organization
• Build processes or policies to help improve overall support metrics and CS operations
• Improve and update existing internal and external help content and other CS resources

Qualifications

• Our customers are always top-of-mind for you, and their happiness is your primary driver and motivation. You thrive in building and encouraging internal relationships with partners and making data-supported recommendations that impact external customers. You always have the customer's best interest in mind.
• Be proactive, inventive, and a natural problem-solver. Ask thoughtful questions and take action to come up with a solution.
• Communicate and develop rapport- you follow-up and follow-through, always staying vigilant with your teammates and partners.
• Be passionate about your own growth, and help your teammates grow with you.
• Proven track record in a customer service or technical support role
• Experience providing customer support across all channels, including email, voice, chat, social media, and in-person (when allowed and safe!)
• Proficiency in multi-channel support tools like Zendesk or Salesforce
• Experience working in a global support or service organization, supporting one or more regions
• Flexible to work across different time zones and weekends

Bonus

• Basic HTML/CSS/JS skillsFamiliar with Zendesk integration, automations, and reporting
• Project or program management experienceExperience in tech, FinTech, or e-commerce

#li-ns1

• Benefits and Perks - Because People Matter
• We are committed to diversity and inclusion, and demonstrate our values through equitable pay, fantastic benefits, and access to all reasonable accommodations.

See what Fast can offer you:

Globally remote with flexible work schedules and commuter benefits to fit your needs (#LI-remote)

Competitive Salary & Equity

• People-focused, Life Insurance 100% covered, Private Medical Insurance 100% covered
• Inclusive events & programs to allow everyone to express their voice (or dance skills)
• Monthly exercise, internet & office equipment stipends (and great snack perks)