[Remote] Support Specialist at Fetch

United States

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Consumer Rewards, Mobile AppsIndustries

Requirements

Ability to represent Fetch as the connection between users and internal teams
Prioritize helping users and ensuring continued use of Fetch
Spot trends and troubleshoot tricky technical issues
Interact with users largely through app-based email using various software tools
Stay up-to-date and manage rapid-fire communication in a fast-growing, constantly changing environment
Work 2nd shift schedule: 3:30pm-12:00am CST, Friday - Tuesday (full-time, 5 days/week, including weekends)
Availability to work holidays when scheduled (paid at 1.5x rate), with PTO requests subject to business needs and minimum staffing
Value curiosity, adaptability, confidence to explore new tools (especially AI), quick learning, critical thinking, and challenging the status quo
Eligible to work full-time from US offices or remotely in the United States

Responsibilities

Answering user questions through written email format using pre-written responses
Educating users on technical topics such as new features and product bugs
Developing a deep understanding of the application and how it works
Communicating with users in a way that addresses their concerns regardless of their technical background
Identifying whether an issue is new or existing and reacting accordingly
Providing service that prioritizes user retention
Achieving (performance metrics or targets, as implied)

Skills

Key technologies and capabilities for this role

Customer SupportTroubleshootingTrend AnalysisTechnical SupportAI ToolsCritical Thinking

Questions & Answers

Common questions about this position

Is this a remote position or does it require office work?

You will be joining a team that is largely remote, but with stunning offices in Madison, Chicago, and Birmingham.

What is the work schedule for this Support Specialist role?

This position requires a schedule of 3:30pm-12:00am CST, Friday - Tuesday, as a full-time 5 days/week role that includes both Saturday and Sunday.

What skills are needed for the Support Specialist position?

Key skills include spotting trends, troubleshooting technical issues, utilizing software tools, staying up-to-date with rapid changes, and handling rapid-fire communication.

What is the company culture like at Fetch?

Fetch fosters a people-first culture rooted in trust, accountability, and innovation, valuing curiosity, adaptability, confidence to explore new tools like AI, challenging ideas, thinking bigger, and bringing fun.

What makes a strong candidate for this role?

Candidates stand out with a desire to build something big, a quick mind, appetite for challenge, drive to be the best professional version of themselves, and readiness to learn quickly.

Fetch

On-demand delivery service for local products

About Fetch

Fetch Delivery Inc. provides on-demand delivery services to individual consumers and local businesses in Santa Fe, NM, and Boulder, CO. Customers can order a variety of products, including groceries, pharmacy items, meals, pet supplies, and more, sourced from hundreds of local businesses. Once an order is placed, Fetch's drivers pick up the items and deliver them directly to the customer's home. The company differentiates itself by focusing on local partnerships and offering a wide range of products, while also providing flexible earning opportunities for drivers. Fetch's goal is to meet the growing consumer demand for convenience and time-saving solutions in the local delivery market.

Irvine, CaliforniaHeadquarters

2013Year Founded

$9.2MTotal Funding

DEBTCompany Stage

Automotive & Transportation, Consumer Software, Consumer GoodsIndustries

11-50Employees

Benefits

Stock options

401k match

Medical, dental, & vision

Pet insurance

Education reimbursement

Flexible PTO

Parental leave

Flexible work schedule

Hybrid work environment

Risks

Increased competition from DoorDash and Uber Eats could overshadow Fetch's market presence.

Rising operational costs may impact Fetch's profitability as it scales delivery services.

Potential regulatory changes in gig economy labor laws could affect Fetch's business model.

Differentiation

Fetch offers a unique receipt-scanning rewards app, enhancing customer loyalty and engagement.

Fetch Delivery specializes in hyper-local delivery, focusing on Santa Fe and Boulder areas.

Fetch integrates AI and ML to optimize delivery logistics and improve user experience.

Upsides

Fetch raised $50 million from Morgan Stanley, indicating strong financial backing and growth potential.

Fetch's appointment of a former Uber executive as CFO strengthens its leadership team.

Fetch's use of AI and gamification can boost user engagement and retention.

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