ABOUT FATHOM
We think it’s insane that so many people and businesses are still taking manual notes. Creating notes manually is both time-consuming and stressful, especially when attempting to hold a conversation. Furthermore, even when done meticulously, manual notes often lack crucial context compared to hearing something first-hand.
We started Fathom to rid us of the tyranny of note-taking. With Fathom, you can let AI take on the drudgery of note-taking while you stay engaged in your human-to-human conversation. And, people seem to love what we've built so far:
🥇 #1 Highest Satisfaction Product of 2024 on G2
🔥 #1 Rated on G2 with 1,900+ reviews and a perfect 5/5 rating
🥇 #1 Product of the Day and #2 AI Product of the Year
🚀 Most installed AI meeting assistant on both the Zoom and HubSpot marketplaces
📈 We’re hitting usage and revenue records every week
We're growing incredibly quickly, so we're looking to grow our small but mighty fully remote team.
To learn more about the product, sign up today! (It’s free)
ABOUT THE ROLE
As the Head of Support at Fathom, you’ll be in charge of making sure every user of Fathom has an amazing experience.
We’ll be looking to you to level up and grow our 10-person support team to meet the demands of a fast-growing user base.
We’re looking for someone who wants to build, from first principles, the blueprint for the modern, high-performing Customer Support function. One that merges the possibilities of AI-enabled automation with a high-quality human touch to provide a world-class experience that is a differentiator.
Goal #1 - Improve customer experience
We aim to ensure that all Fathom users, even those on our free product, receive the same high-quality customer support typically associated with more expensive services. This commitment to quality is a key aspect of our strategy to enhance the customer experience.
Ensure our customers get the highest quality responses
Build systems to measure the quality of support responses, not just speed of them
Provide ongoing training and coaching to the team of folks in the Philippines
Handle escalations from our most frustrated customers
Provide insight to help us make a better product experience
How do we improve the product to reduce the number of tickets?
How do we improve the product to make it easier for customers to get help?
Goal #2 - Scale our support capacity
Our support team is crucial to our success. We aim to make it a differentiating factor for Fathom. Our strategy is to grow the team so that it can meet the increasing demand while maintaining the high quality of service that sets us apart.
Hire amazing folks to our team in the Philippines
Identify the right profile for the ideal Fathom hire
Onboard and train them well so that they’re ready to provide an amazing customer support experience
Provide coaching and guidance for team leads to get the most out of their team
Own the design and operation of support processes
Look at how we can use AI to answer common questions
Develop and iterate our helpdesk processes - how should tickets be routed, etc
Manage a continuously updated knowledge base or similar solution to ensure consistent, accurate responses.
Strategize scheduling to meet ticket needs during peak periods
Develop escalation processes that balance our commitment to high-quality support with our need to shelter engineering from chasing down every errant customer experience.
Train up the team to support a wide range of questions
Take the load off of sales and CSMs to answer non-unique questions
Identify talent and promote the growth of support reps to elevate them to higher support levels
REQUIREMENTS
Experience:
2+ years of experience running a support team
Experience with managing an offshore support reps - bonus for experience in the Philippines where our team is based today
Soft Skills:
Curiosity-driven and pragmatic with a focus on delivering results
Resourcefulness, attention to detail, and an ability to grind through complex problems
Openness to disagreement and commitment to decisions once made
Independence in managing one’s workload and priorities