Customer Support Manager

Our mission is clear and staggeringly important: we're building the manufacturing operating system of the future from the ground up, one that’s engineered to create network effects as we grow. A beautiful, sophisticated quantum leap forward for the most important core industry in the world.  

Manufacturing is important. It’s the fundamental industry on which everything else is built. We take it for granted. In 1989, 35% of the entire software industry was manufacturing systems. What was the first massive burst in productivity from technology has stagnated into diminishing returns and increasing complexity. We can only continue to add complexity for so much longer until the whole system collapses. 

"Any intelligent fool can make things bigger and more complex. It takes a touch of genius and a lot of courage to move in the opposite direction." - Albert Einstein

Who you are

• Problem-sovler
• Passionate For Helping People
• Optimistic
• Organized
• Highly Attentive to Detail
• Above Average Grit
• Curious and Ambitious
• Flexible
• Mission Oriented
• Quick Learner
• Strong Communicator
• Collaborator

What the job is

• Manage and respond to customer support tickets
• Learn about customers, their business, and Fulcrum
• Triage, troubleshoot, and resolve technical issues
• Escalate complex cases to engineers or other team members
• Identify trends and patterns to help improve our product and processes
• Stay up to date on our product and help customers get the most out of every feature
• Deliver timely, effective solutions while balancing customer needs with business goals
• Be able to spot common issues and contribute to improving our experience for our customers
• Check your ego at the door and always do what’s right for our customers

Who you'll work with

• Customers: Building & managing strong relationships
• Launch & Account Managers: Help with smooth transitions and long-term satisfaction
• Engineers: Working together to understand technical issues and solve them efficiently
• Product Managers: Staying in the loop on roadmap updates and providing feedback from the front lines

Salary range & benefits

• $90,000 - $110,000 USD/year + equity
• 401(k) matching after 90 days. Immediate vesting
• Health, dental, and vision benefits
• Wellbeing benefits and perks
• Unlimited vacation policy with minimum required vacation days
• Cell phone & internet plan coverage

The market tells us we’re on the right track: +50% year over year growth but we know to not rest on our laurels and that there's a lot of stuff to build and a huge amount of work to be done. We're looking for people who can stand alongside us and work hard to make our dreams become reality in the fastest, smoothest, and best way possible.

If you're someone who is obsessed with making amazing things, being the best, and wanting your work to contribute to something excellent, please reach out.