Job Description

About Fello:

Fello is a profitable, hyper-growth, VC-backed B2B SaaS startup on a mission to empower businesses with data-driven intelligence. Our AI-powered marketing automation platform helps businesses optimize engagement, make smarter decisions, and stay ahead in a competitive market.

With massive growth potential and a track record of success, we’re just getting started. If you’re passionate about innovation and want to be part of an industry-defining team, Fello is the place to be.

About You:

You are a proactive, client-facing SaaS product implementation professional with a problem-solving and customer-first attitude. You are a clear communicator, active listener and you stay calm under pressure. You take full ownership of customer problems end to end and go the extra mile to ensure customers feel supported and delighted. You are dedicated to continuous improvement and are motivated to provide the best possible customer experience.

You Will:

Onboarding — Own the Customer Onboarding & Launch Experience

• Be the face of Fello for new customers, guiding them from kickoff to successful go-live.
• Coach, educate, and empower clients to fully leverage the Fello platform.
• Dive deep into client workflows, ask smart questions, and uncover what success looks like for them.
• Set up and configure integrations across CRMs, websites, and email domains — end-to-end.
• Rigorously test every integration to ensure clean data flow and a flawless experience.
• Partner closely with Sales and Customer Success to deliver a smooth, fast, and delightful onboarding experience.
• Find creative ways to simplify and accelerate onboarding — templatizing Zapier steps, automating steps, and eliminating friction.
• Work with external product support teams when needed to get things resolved quickly.
• Help build and continuously refine our onboarding playbook, SOPs, and best practices.
• Proactively track, monitor, and take action on key performance metrics — always driving them above benchmark and raising the bar
• Constantly look for ways to shorten time-to-value and make onboarding faster, smoother, and right the first time.

Customer Support — Be the Hero Clients Count On:

• Respond to customer queries across support channels (email, chat, calls, ticketing system).
• Diagnose, troubleshoot, and resolve product issues with accuracy and urgency.
• Escalate complex issues to the right internal teams with clear context and logs.
• Maintain strong product knowledge to guide customers confidently and correctly.
• Meet and exceed SLAs for first response time, resolution time and CSAT
• Ensure every customer touchpoint is empathetic, helpful, and solution-oriented.
• Follow up proactively until issues are fully resolved and confirmed by the customer.
• Create and update internal knowledge base articles and troubleshooting guides.
• Proactively flag product gaps, UX challenges, or system bugs that affect customers.
• Act as the voice of customers internally to help enhance product experience.

Collaboration & Innovation — Make Our Teams Stronger, Together:

• Partner with Sales and Customer Success to accelerate onboarding and maximize customer impact.
• Keep internal teams aligned and informed to ensure a seamless client journey.
• Advocate for customers and always prioritize a best-in-class experience.
• Identify opportunities to automate repetitive support tasks or build self-service resources.
• Suggest improvements in processes, playbooks, automation, and workflows. Recommend enhancements to support processes, templates, or reporting.

Be the AI Evangelist On the team:

• Build and troubleshoot AI automations using tools like Zapier/Make, CRM workflows, and AI assistant platforms.
• Experiment, implement, and scale AI workflows that help customers automate processes, improve data quality, and accelerate onboarding.
• Stay ahead of emerging AI tools and bring new ideas to improve customer enablement, automation, and support processes.
• Build, refine, and share prompts, templates, and AI playbooks for internal and customer use.

You Have:

• Bachelor’s degree in Computer Science or similar.
• Excellent communication, teamwork and problem solving skills.
• Excellent written communication skills — clear, empathetic, and tailored to help customers feel supported and confident.
• Proven multitasking ability in a dynamic environment.
• 2-3 years of experience in Consulting, Professional Services or Product Implementation roles.
• Willingness to support until 2:00 pm EST as BAU and 5:00 pm EST during Support rotation
• Ability to work effectively with stakeholders at all levels of the organization.
• Strong analytical skills, adept at data analysis, and experienced in generating insightful reports.
• Proven ability in evaluating new tools and technologies for system integration.
• Have experience prioritizing customer requests with a sense of urgency, with focus on Response Time and Resolution Time and ensuring the queue is always under control
• Strong organizational skills.
• Hands-on experience with AI productivity tools (ChatGPT, Claude, Notion AI, CRM AI assistants, etc.)
• Familiarity with prompt engineering, AI workflow automation, or AI-assisted support/enablement.
• Understanding of LLM-based automation, data pipelines, or API-driven AI integrations.
• Ability to translate business needs into AI-driven solutions.
• Strong understanding of data quality, privacy, and ethical AI use.

Our Benefits:

• Competitive Compensation: Attractive salary and benefits package.
• Flexible Work Environment: Fully remote work with flexible hours to promote work-life balance.
• Professional Growth: Opportunities for career advancement and professional development.
• Health & Wellness:Comprehensive health and vision insurance plans.
• Paid Time Off: Generous PTO and paid holidays to recharge and relax.
• Collaborative Culture: A supportive team environment that values innovation and collaboration.
• Equity Options: Opportunity to own a part of Fello and share in our success.
• Cutting-Edge Projects: Work on innovative products that leverage AI and advanced technologies.