Technical Customer Support Lead

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 with Fast Flex for global employment, we are a privately held company funded by Stripe, Index Ventures, Susa Ventures and other world-class investors.

We are committed to diversity and inclusion, and demonstrate our values through equitable pay, fantastic benefits, and access to all reasonable accommodations.

Summary

We are hiring a Technical Customer Success Lead. This multifaceted role is responsible for delivering industry-defining, future-forward technical care for Fast's growing seller base. This new role is critical in bringing the Fast Customer Success mission to life to its community and directly contributes to Fast's growth. Note, this role is open in the US only.

Role

You always have the customer's best interest in mind. You're proactive, resourceful and a problem-solver. You're extremely curious and can't wait to dive into sophisticated problems. You ask thoughtful questions and take action to come up with a solution. You communicate and develop rapport with partners. You can simplify and explain sophisticated problems across any audience. You follow-up and follow-through, always collaborating with your teammates and partners.

• Handle daytoday customer interactions and technical requests such as installations, onboarding assistance, and solving problems for Fast's community of sellers
• Own and perform customization requests from strategic sellers
• Work directly with Sales, Account Managers, and the broader CS team in addressing customer issues, prioritizing asks, and coordinating seller communication
• Collaborate with key partners in Sales, Product, Engineering, Marketing, Payments, Fraud, Security, and more to represent the voice of our seller community and to get the right answers for our customers
• Improve and update existing processes or resources for technical customer support
• Participate in endtoend testing for new features being released by Product & Engineering

Requirements

• Proven ability in a team lead or manager of customer care/technical support role
• Proficiency in HTML / CSS / JS skillsProficiency in tools such as Zendesk, Salesforce, Confluence, Rockset, Hubspot, and workflow efficiency tools
• Experience working in and supporting an enterpriselevel or global technical support/service organization
• Outstanding customer service and leadership skills
• Capable of extracting and analyzing highlevel CS data, formulating insights, and using this in decision making

Plus

• Proficiency in SQL, Python, R
• Experience in direct system integrations, process automations, etc

Benefits of life @ Fast

• Fast Flex allows all of our employees to choose where they want to work: our office (when open), their home or any place else in the world.
• Help eliminate passwords and expand e-commerce worldwide
• Innovative engineering and product culture
• Early stage well-funded company
• Inclusion and diversity as a company priority
• Founders-led company
• Competitive compensation packages
• Comprehensive benefits (including 99% of healthcare cost and 401k matching)
• Additional benefits include home office reimbursements and snack deliveries