If you love helping customers succeed, enjoy tech products, and want to work remotely for a thoughtful, people-first company, this role offers meaningful impact and flexibility. Fellow is redefining how teams run better meetings — and this position sits right at the heart of that experience.
💼 Employment Type: Full-Time
📍 Location: Remote (Canada only)
💬 Job Overview
Fellow is hiring a Customer Success Specialist to support customers after implementation and help them get maximum value from the platform. In this role, you’ll act as the voice of the customer, troubleshoot issues, create helpful resources, and build strong, trust-based relationships with users — from day-to-day contributors to executive leaders.
This role is ideal for someone who enjoys a mix of customer support, light project coordination, and relationship management in a modern SaaS environment. Most customer interactions happen via chat and Zoom, not phone calls.
📋 Key Responsibilities
Represent the voice of the customer internally and advocate for customer needs.
Develop deep product knowledge and best practices to guide customers effectively.
Create customer-facing resources such as help articles and how-to videos.
Diagnose customer issues and deliver solutions via live chat and Zoom calls.
Coordinate internally to resolve escalations and ensure customer satisfaction.
Build long-term customer loyalty through proactive communication and outreach.
Track and report on customer happiness, adoption, and success metrics.
Identify upsell opportunities and request testimonials or referrals.
Communicate confidently with executives and high-level stakeholders.
Help develop scalable processes and tools to improve the customer experience.
🧩 Requirements
3+ years of professional experience in a customer-facing support or success role.
Excellent written and verbal English communication skills.
Comfortable supporting customers via chat and Zoom (minimal phone work).
Ability to create customer support videos and written documentation.
Strong technical aptitude and willingness to learn quickly.
Adaptable, empathetic, and confident working with diverse client personalities.
Ability to occasionally work flexible hours to support international customers.
Must be located in Canada and legally eligible to work for any employer.
✨ Why You’ll Love This Job
Fellow offers a genuinely people-first remote culture with strong benefits and growth opportunities. You’ll receive fully paid health and dental coverage, employee stock options, a $1,000 annual learning credit, and regular compensation reviews. The team values feedback, flexibility, and continuous learning — without burnout culture.
🌟 Who This Job Is Perfect For
Customer success or support professionals in SaaS environments.
Tech-savvy communicators who enjoy helping users succeed.
Remote workers who thrive with autonomy and collaboration.
Professionals who enjoy creating resources and improving processes.
Candidates seeking a long-term, growth-oriented remote role in Canada.
🏢 About the Company
Fellow is an AI-powered meeting management platform trusted by teams around the world and ranked #1 on G2. Founded in 2017, Fellow operates as a fully remote company across Canada, focused on building better meetings, stronger teams, and healthier work cultures.
🚀 How to Apply
You’ll be redirected to Fellow’s official careers page to submit your application.
