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Product Support Specialist

    Fountain is the market leader in high volume hiring with solutions that enable customers to get ahead of their hiring goals. Fountain’s all-in-one software allows companies to find and hire the right candidates faster. Our automated and customizable platform provides a seamless applicant experience while ensuring organizations have pipelines full of hourly talent who are ready to work.

    Hundreds of customers, including Stitch Fix, GoPuff, Fetch, and sweetgreen, use Fountain to hire over 3 million workers annually in more than 75 countries.

    In 2022, we closed $185M in our Series C, led by Softbank and B Capital, which 4.5Xed our valuation. Join our growing team of collaborative, compassionate, and unconventional Fountaineers as we empower our customers to exceed their hiring goals and open opportunities for the hourly workforce.

    As a Product Support Specialist, you will be the voice and face of the company and the first point of contact for our customers, including some of the biggest brands in the world. You’ll have the opportunity to support a wide variety of features and integrations, resolve issues, drive adoption, and be the voice of the customer with internal teams. Our team’s mission is to build, deepen and grow relationships with our customers.

    Successful candidates will be passionate about solving problems and helping customers; thrive in cultivating genuine relationships; love tinkering and figuring out how things work; be able to spot problems and identify patterns; demonstrate a can-do attitude and a sense of ownership; and handle ambiguity well.

    Fountain is a remote-first employer and candidates anywhere in the continental United States are eligible.

    What you’ll be doing:

    Fielding customer requests via email tickets and live chat
    Troubleshooting customer issues, identify root causes, and provide solution options
    Working closely with Tier 2 Technical Support team to troubleshoot, share ideas, keep each other up to date, and brainstorm workarounds
    Opening tickets with Tier 2 Technical Support and Engineering teams as needed
    Serving as an advocate for our customers
    Maintaining internal documentation

    What you should bring:

    Experience in a Customer Service or Customer facing role
    Proven ability to learn and retain information
    Ability to describe technical issues to a non-technical audience using common language
    Demonstrated ability to work independently with limited guidance
    Willingness to occasionally work hours outside of normal business hours

    Nice to have:

    Experience with Zendesk and/or Jira
    Experience working in SaaS tech/customer support
    Experience working with engineers, executives, and internal stakeholders to solve problems

    Even if you do not meet all the requirements above, we still encourage you to apply for this position. While we try to be thorough with our prerequisites, not everything about you as a candidate can be condensed into a list of bullet points. What do you have to lose?

    Fountain offers an incredibly unique work environment. We employ a diverse team all over the world. Each Fountaineer is given the freedom to do their best work from wherever they choose. We also understand the importance of in-person connections and hold in-person meetings with your team and meet annually as an organization to build our relationships and focus on the future of moving Fountain Forward.

    The benefits we offer in the United States include competitive health plans and a retirement plan. Some Fountain-wide  perks offered to all employees across the globe include a flexible vacation policy, paid holidays, monthly lunch stipends, annual allowances for ongoing education related to your profession and career advancement, along with home office, cell phone, and wellness reimbursements. Fountain is a global employer, so some benefit offerings will vary from country to country.

    Fountain is proud to be an equal opportunity workplace. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, socioeconomic status, disability, and veteran status.

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