Customer Success Representative

About Fulltime AI

Fulltime is transforming how trade and service contractors engage with their customers using AI-powered voice technology. Our voice helps HVAC, plumbing, and electrical businesses answer every call 24/7 so they never miss a customer. Owners win back time, capture more booked jobs, and deliver faster service. We are growing quickly with strong product market fit across North America.

About The Role

We are looking for our first Customer Success Representative to become the face of Fulltime for our customers. You will be responsible for onboarding new customers and managing incoming support requests to ensure an exceptional experience at every touchpoint. You'll play a critical role in helping our trade and service customers get the most out of our AI voice technology while building lasting relationships based on trust and results. The ideal candidate is empathetic, proactive, and passionate about helping customers succeed.

What You'll Do

Customer onboarding:

• Lead the full onboarding process for new customers, including technical setup, product demos, and training walkthroughs to ensure successful launch

Customer support:

• Manage incoming support requests via email, chat, and phone, providing fast, clear, and helpful responses

Proactive engagement:

• Conduct regular check-ins with customers to ensure satisfaction, identify optimization opportunities, and anticipate their needs

Problem-solving:

• Diagnose and resolve customer issues, escalating technical questions to the product team as needed

Documentation:

• Create and maintain help resources, FAQs, and user guides to empower customers

Collect feedback:

• Gather and share customer feedback with product and sales teams to continuously improve our offering

Track metrics:

• Track and improve key performance indicators including customer satisfaction, retention rates, and onboarding success

Cross-functional collaboration:

• Work closely with the leadership and technical team to ensure a seamless customer experience

System implementation:

• Contribute to establishing and optimizing customer success tools and processes as we grow

What You Bring

• 4+ years of experience in customer success, customer support, or a similar role in a software company
• Previous experience in customer onboarding and managing technical support
• Excellent communication and interpersonal skills with an empathetic approach to customer service
• Ability to explain technical concepts in a simple and accessible way
• Familiarity with AI products and technology (no need to be a technical expert)
• Strong organizational skills and ability to manage multiple customers and requests simultaneously
• Proactive, solutions-oriented approach to customer challenges
• Passion for helping customers succeed and achieve their business goals
• Experience in the trades and/or service business industry is a plus
• Ability to work independently in a fast-paced startup environment
• Fluency in both written and spoken French and English is essential
• Based in Montreal for a hybrid work environment

Why Join Fulltime AI?

• Be part of a mission-driven AI company transforming the trade contractor experience
• Be the first Customer Success hire and shape the function from the ground up
• Gain hands-on experience in a fast-paced startup environment with opportunities for growth
• Work closely with the CEO and leadership to have a direct impact on the customer experience
• Competitive base salary with performance bonus structure based on customer satisfaction and retention
• Hybrid work environment in Montreal and collaborative, global team culture

Ready to join a collaborative and innovative team where you can make an immediate impact?