Customer Service Representative

About Our Team

Fringe is an HR technology company based in Richmond, Virginia. Founded in late 2018, Fringe is an HR tech company building an employee experience platform that makes benefits feel personal. We bring recognition, rewards, wellbeing, learning, and gifting into one place so HR Teams can do more with less complexity.

At Fringe, we are a relentlessly people-focused group revolutionizing the way employers care for their people in the benefits space. We’re a supportive, down-to-earth team, fully committed to the belief that relationships fuel outstanding client and user experiences.

Fringe is seeking a Customer Support Representative to serve as a primary point of contact for our users and clients. This role is focused on delivering timely, empathetic, and effective support while helping users successfully navigate the Fringe platform. The ideal candidate is customer-obsessed, detail-oriented, and energized by problem-solving in a fast-paced SaaS environment. The role is a big part of how we build trust with users and help companies deliver support in a way that actually feels human.

Key Capabilities

Required:

• Customer Support & Communication: Serve as the frontline support resource for Fringe users by responding promptly, courteously, and knowledgeably to customer service chats and cases. Clearly communicate solutions, next steps, and expectations to ensure a positive user experience.
• Issue Resolution & Troubleshooting: Take ownership of customer issues from initial inquiry through resolution. Troubleshoot both basic and more advanced platform issues, identify root causes, and collaborate with internal teams as needed to resolve problems efficiently.
• Product & Platform Expertise: Develop and maintain a deep understanding of the Fringe platform, including new features, onboarding clients, and vendor updates. Stay informed on product changes to provide accurate and consistent support.
• Cross-Functional Collaboration: Work closely with Customer Success, Implementation, and other internal teams to deliver a seamless, high-quality support experience for users and clients.
• Process Adherence & Documentation: Follow established communication procedures, guidelines, and policies. Contribute to internal documentation and knowledge-sharing to support consistent and scalable support practices.
• Customer Experience Focus: Go above and beyond to enhance the user experience by demonstrating empathy, professionalism, and a genuine commitment to customer satisfaction.
• Ownership & Follow Through: You don’t just close tickets, you make sure the user feels taken care of, understands what happened, and knows what to do next.

• Experience: 1–3 years of experience in a customer support, customer service, or customer-facing role; experience in a SaaS or technology environment is a plus.
• Communication
  
  Skills:
  
  Strong written and verbal communication skills with the ability to clearly explain solutions to users with varying levels of technical knowledge.
• Problem-Solving
  
  Skills:
  
  Proactive, solution-oriented mindset with strong troubleshooting and analytical abilities.
• Customer-Centric Mindset: Empathetic and patient approach with a strong commitment to customer happiness and satisfaction.
• Adaptability: Comfortable working in a fast-paced, evolving environment with changing priorities and ambiguity.
• Technical Aptitude: Ability to quickly learn new tools and systems; strong multitasking skills and attention to detail.
• Collaboration & Independence: Ability to work effectively both independently and as part of a team.

At Fringe, we care about lifestyle benefits—it’s our entire business. Our goal is to support Fringe employees both inside and outside of work. Benefits include:

• This is a remote position that pays $45,000 per year
• Employer-paid medical, dental, and vision insurance for individuals and families
• 3% company match on 401(K) retirement contributions
• Unlimited paid time off (2 weeks minimum/year) as well as paid holidays, volunteer days, wellness days, and parental leave
• Stock options so you can participate in our success
• Company-sponsored happy hours and team…