Customer and Supplier Support Specialist

About the Position

Fairmarkit is the leading autonomous sourcing platform transforming the way organizations buy and sell. We empower procurement teams with automation, AI, and GenAI to source more competitively at scale. Our solutions for tail spend and strategic sourcing help innovative procurement teams reduce cycle times, drive out costs, meet ESG/Diversity targets, and provide a better stakeholder experience to internal partners and suppliers. Fairmarkit has been recognized with awards by organizations such as Gartner and IDC, and is backed by strategic investors like Notable Capital, Insight Partners, 1984.VC, and Newfund.

We are looking for a Customer and Supplier Support Specialist to join our team and play a critical role in managing customer and supplier support requests. This individual will work primarily within Zendesk, triaging incoming support tickets, providing first-line assistance, and escalating issues as needed to cross-functional teams, including Customer Success, Engineering, and Product.

Responsibilities

• Ticket Management: Monitor, triage, and respond to customer and supplier support inquiries through Zendesk, ensuring timely and effective resolution.
• Issue Troubleshooting: Diagnose common technical issues, provide solutions or workarounds, and escalate complex cases to the appropriate teams.
• Cross-Functional Coordination: Work closely with Customer Success, Engineering, and Product teams to escalate and resolve critical issues efficiently.
• Knowledge Base Contribution: Identify recurring issues and help improve self-service documentation to enhance customer and supplier experience.
• Customer and Supplier Communication: Provide clear, professional, and empathetic responses to customers and suppliers regarding their support tickets.
• Process Improvement: Identify trends in support inquiries and suggest process optimizations to improve response times and ticket resolution.
• Back-Office Initiatives: Lead and contribute to internal projects such as data analysis, trend tracking, and investigative deep dives to support cross-functional teams and enhance the overall customer and supplier experience.

Requirements

• 1-3 years of experience in a technical support or customer service role (preferably in SaaS or enterprise software).
• Language Proficiency: Strong English proficiency is required, as all customer and supplier support is conducted in English. Proficiency in Russian is also necessary to effectively collaborate with our engineering team during onsite discussions.
• Experience using Zendesk or similar support ticketing systems.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to work cross-functionally with Customer Success, Engineering, and Product teams.
• Familiarity with procurement, supplier engagement, or SaaS solutions is a plus.

We Offer

• Competitive salary
• Opportunity to work with cutting-edge technology
• Collaborative and innovative work environment
• Professional growth and development opportunities

About the Company

Headquartered in Boston, and backed by a $35.6M Series C co-led by OMERS, Highland, Notable Capital, Insight Partners, and ServiceNow, Fairmarkit is an equal opportunity employer. We select individuals best matched for the job based upon job-related qualifications regardless of race, religion, color, creed, sex, sexual orientation, age, ancestry, national origin, gender identity, genetic information, disability, pregnancy, veteran or military status, or any other status or characteristic protected by law.

If you're detail-oriented, a great communicator, and genuinely enjoy helping others - we can't wait to welcome you to our team!