Job Description
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 globally remote, we are a founders-led, 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 Specialist. 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.
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 day-to-day customer interactions and technical requests such as installations, onboarding assistance, and solving problems for Fast’s community of sellers-Serve as the pivotal person to resolve complicated technical issues from sellersHandle and allocate customization requests from strategic sellers for the TCS team-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-Work on testing, troubleshooting, and providing technical support for integrations with platforms, direct integrations, etc-Participate in end-to-end testing for new features being released by Product amp; Engineering-Build and improve workflow to supervise technical support metrics-Improve and update existing processes or resources for technical customer support-Thrive in building and nurturing internal relationships with partners and making data-supported recommendations which impact external customers.
Requirements
-Demonstrated ability in an account manager, customer service, or 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 enterprise-level or global technical support/service organization-Outstanding customer service and leadership skillsCapable of extracting and analyzing high-level CS data, formulating insights, and using this in decision making
Plus
-Proficiency in SQL, Python, R-Experience in direct system integrations, process automations, etc-Manager or team lead experience
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.*Early stage well-funded company with innovative engineering and product culture*Inclusion and diversity as a company priority*Competitive compensation packages*Comprehensive benefits (including 99% of healthcare cost and 401k matching)*Home office reimbursements and snack deliveries (and awesome swag!)
Job Specification