Customer Support Representative

Fathom Technologies Inc.

Job Overview

Location

Remote - Philippines

Job Type

Full-time

Full Job Description

📋 Description

• Partner with Fathom users via email to answer questions, resolve issues, and provide technical support for the AI meeting assistant product
• Escalate bugs, technical errors, and product feedback directly to the Technical Support and Engineering teams with clear documentation
• Serve as the primary customer advocate by collecting, synthesizing, and communicating user feedback to influence future product enhancements
• Deliver exceptional customer experiences by transforming frustrating support interactions into positive, memorable outcomes for users
• Maintain high standards of communication by responding promptly, clearly, and empathetically through email support channels
• Proactively identify inefficiencies in support workflows and propose actionable process improvements to enhance team productivity
• Collaborate with internal teams to ensure customer insights are integrated into product development and operational decisions
• Document recurring issues and common user questions to contribute to knowledge base development and self-service resources
• Maintain accurate records of all customer interactions in the support ticketing system with attention to detail and consistency
• Stay up-to-date with product features, updates, and known issues to provide accurate and timely responses to user inquiries
• Represent Fathom’s brand by embodying a customer-first mindset and ensuring every interaction reflects the company’s commitment to excellence
• Work a scheduled 40-hour weekly shift fully remote, starting at 9pm Philippine Time (PHT) Monday through Friday, with a 7pm PHT start during training
• Engage actively with the Support team by sharing insights, asking questions, and contributing to a culture of continuous learning and improvement
• Adapt to evolving processes as Fathom scales, embracing ambiguity and contributing to the creation of new systems in a fast-growing startup environment
• Demonstrate initiative in identifying opportunities to improve customer satisfaction beyond basic issue resolution
• Maintain a high level of professionalism and emotional intelligence when handling sensitive or frustrated customer communications

🎯 Requirements

• Excellent verbal and written English skills (C1 or higher)
• Ability to work 40 hours per week, fully remote, starting at 9pm PHT Monday–Friday (7pm PHT during training)
• Tech-savvy with the ability to learn and apply technical concepts related to software and AI tools
• Passion for understanding the root cause of user issues and delivering long-term solutions
• Strong written communication skills with a focus on clarity, empathy, and professionalism
• Growth mindset, open to feedback and continuous improvement

🏖️ Benefits

• 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 physical, mental, and emotional wellbeing
• Monthly rice allowance
• 13th month bonus in December

Skills & Technologies

Remote

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Fathom Technologies Inc.

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About Fathom Technologies Inc.

Fathom Technologies provides AI meeting recording and transcription software that automatically captures, summarizes, and indexes Zoom, Google Meet, and Microsoft Teams calls. The platform generates searchable transcripts, highlights key moments, and delivers concise summaries, enabling teams to revisit discussions without re-watching entire recordings. Features include secure cloud storage, CRM integrations, real-time note-taking, and role-based sharing controls. Targeting sales, customer success, and remote teams, Fathom offers free and paid tiers, emphasizing privacy compliance and rapid deployment.

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