Product Support Specialist at Fulfil.io in India Full Time

Responsibilities:

• Empathize with every aspect of the merchant experience.
• Guide merchants to ensure a delightful user experience.
• Develop expertise as a master Fulfil user and teacher.
• Work with onboarding and success teams for positive onboarding.
• Deliver on support KPIs like Initial Response Time.
• Contribute to the rollout of new initiatives in support.
• Collaborate with Engineering, Product, and Sales teams.
• Take ownership of customer happiness and satisfaction.
• Write documentation for self-service and merchant learning.
• Define best practices and create enablement materials.
• Coach merchants to be product experts and train teams.
• Maintain high customer engagement and satisfaction.

Requirements:

• 2+ years experience in retail supply chain.
• Experience with ERP/Supply Chain software like SAP or Netsuite.
• Flexibility to work North American timezones.
• Experience in customer support or SaaS.
• Energy, work ethic, and self-discipline.
• Strong project management and collaboration skills.
• Proactive mindset with planning and shipping velocity.
• Empathy for customers and goal-driven support.
• Ability to work EST timezone hours (9:00 AM to 5:00 PM ET).

Benefits:

• Opportunity to work with high-growth merchants.
• Contribute to a global team with diverse backgrounds.
• Develop as a product expert and teacher.
• Work with cutting-edge technology and e-commerce tools.