Partner with Fathom users via email to answer questions and troubleshoot issues
Escalate bugs and technical concerns to our Technical Support and Engineering teams
Act as a voice for our customers, sharing feedback and advocating for future product enhancements
Deliver delightful experiences through our support channels, turning potentially frustrating moments into wins for both our users and Fathom
Advocate for process and productivity improvements for the Support team

Excellent verbal and written English skills (C1 or higher)
A passion for understanding the heart of a user’s issue and finding a clear, long-term solution
An open mind about learning and applying technical concepts
Motivation to go above and beyond for customers, and ensuring support is seen as a strength of our business
A desire to engage with the internal team, sharing questions, insights, and learnings
A growth mindset, open to feedback and areas of opportunity
A knack for working in gray areas, understanding we’ll build (and break!) many processes as Fathom continues to grow
The ability to work 40 hours per week, fully remote, starting at 9pm PHT Monday
Friday

Healthcare premiums covered for you and qualified dependents, plus additional healthcare reimbursements
15 days of paid time off annually, plus company holidays
WiFi and home office benefits
Wellness reimbursement to support your physical, mental, and emotional wellbeing
Monthly rice allowance
13th month bonus in December

Customer Support Representative

Key skills