Customer Success Representative

About Us

Fello is an event tech rental company that provides end-to-end solutions for conferences, festivals, trade shows, fundraising events, and more. We are the Certified Hardware Partner for Square, offering iPad and iPhone rentals, accessories, Eventbrite hardware, and more. Serving the Continental United States and Canada, Fello is uniquely situated to deliver the best tech rental experience to corporations nationwide.

What you’ll do

This role owns the post-sale customer journey — from the moment equipment ships through to its successful return — ensuring every order is executed smoothly and every customer experience is clear, timely, and handled with care.

• Own and manage customer communication throughout the shipping, delivery, and return lifecycle, ensuring updates are fast, detailed, and easy to understand
• Act as the main point of contact for customers post-sale — communicating with a calm, supportive, and friendly approach, especially when resolving issues
• Respond to inquiries quickly and thoroughly, ensuring customers always know what’s happening and what to expect next
• Troubleshoot issues in real time (shipping delays, return logistics, equipment questions), keeping customers informed while driving resolution
• Partner closely with Fulfillment and Operations to ensure execution aligns with what’s been communicated to the customer
• Track returns and ensure equipment is successfully received back, proactively communicating on status and any discrepancies
• Identify patterns in customer questions or issues and help improve processes to create a smoother, faster experience

What makes you great in this role

• You have experience in a customer-facing role where you owned outcomes — communicating in a calm, supportive, and friendly way, even in high-pressure situations
• You’re comfortable working in HubSpot or similar CRM/support tools and can stay organized across multiple requests
• You move with speed and clarity, without sacrificing accuracy or attention to detail
• You’re highly organized and can manage multiple live orders and conversations at once
• You communicate proactively — customers are never left guessing or chasing updates
• You stay composed under pressure and can navigate challenges with confidence
• You take ownership from start to finish — ensuring nothing falls through the cracks
• You’re detail-oriented and focused on delivering a seamless experience