We are looking for a Senior Customer Support Executive to join our team, working fully remotely from anywhere in the country. In this role you will be a key member of our Customer Support function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Customer Support, Communication and CRM to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 6 to 10 years of relevant experience and strong, practical knowledge of Customer Support, Communication and CRM. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds. Experience leading projects, mentoring others and influencing decisions will set you up for success in this role.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Fathom Industries is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Senior Customer Support Executive at Fathom Industries, you will play a central role within our Customer Support function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Own key projects end to end, coordinating stakeholders and ensuring successful delivery.
- Represent your function in cross-functional and leadership discussions.
- Mentor, coach and support more junior team members, helping them grow and do their best work.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Track account health and identify opportunities for expansion and advocacy.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Contribute to process and tooling improvements that make support faster and better.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Uphold the company's values, policies, security requirements and standards of professional conduct in all activities.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
- Support and step in for teammates when needed to help the team meet its shared goals.
- Collaborate respectfully and effectively with colleagues across teams, functions, time zones and locations.
- Contribute actively to a positive, inclusive, supportive and collaborative team culture.
- Build strong, trust-based relationships with internal and external stakeholders.
- Ensure your work meets agreed quality, compliance and security standards before it is considered complete.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Maintain accurate, thorough documentation and keep all relevant systems, tools and trackers up to date.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
What we're looking for
6-10 years of professional experience in a Customer Support Executive or similar roleStrong working knowledge of Customer Support, Communication and CRM
Bachelor's degree in Business Administration (Master's preferred)
Excellent communication, problem-solving and teamwork skills
Benefits
At Fathom Industries, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- A home-office set-up allowance plus the laptop, equipment and tools you need to work comfortably and productively.
- A real commitment to diversity, equity and inclusion, with employee resource groups and an open, respectful culture.
- A competitive salary that is reviewed regularly and benchmarked against the market to keep your pay fair and current.
- Structured mentorship, regular feedback and clear, transparent career-progression frameworks to help you grow.
- Regular team lunches, celebrations, offsites and social events that make work more fun, human and connected.
- Access to telemedicine and online doctor consultations so you can get care quickly, wherever you are.
- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- A modern, well-equipped office in a convenient location, with snacks, great coffee and plenty of collaborative space.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- Commuter, transport and travel support to make getting to and from work easier and more affordable.
- Transparent, structured pay bands and clear criteria for progression, so you always know how to grow your earnings.
- Flexible time-off arrangements and the trust to take the breaks you need, when you need them.
- Employee discounts and access to a curated range of partner perks, offers and benefits.
- Protected time for learning, regular internal knowledge-sharing sessions and access to leading online learning platforms.
- A results-focused environment that values outcomes and impact over hours logged at a desk.
- a generous annual leave allowance well above the statutory minimum, plus public holidays, because rest and time to recharge are essential to doing great, sustainable work.
- A dedicated annual learning and development budget you can spend on courses, books, certifications and conferences.
- Wellness perks such as gym and fitness-membership support, plus wellbeing initiatives throughout the year.
- Allowances and reimbursements for work-related expenses, handled quickly and without unnecessary bureaucracy.
- A supportive, inclusive and collaborative culture where your ideas are genuinely heard and your contribution truly matters.
- Employee stock options (ESOPs), giving you a genuine stake in the company's growth and long-term success.
- Regular recognition and appreciation for great work, both publicly and privately.
- Personal accident and term life insurance providing financial protection and peace of mind for you and your loved ones.
Education
Bachelor's degree in Business Administration (Master's preferred)