Technical Customer Success Specialist

Who we are: 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 plus offer 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 experience — ensuring every deployment, delivery, troubleshooting moment, and return process is handled with clarity, urgency, and care. You'll serve as a key point of contact for customers while also partnering closely with Fulfillment and Operations to ensure technology deployments run smoothly from shipment through return. Responsibilities Manage customer communication throughout the shipping, delivery, deployment, and return lifecycle Serve as the primary post-sale contact for customers, providing calm, clear, and solutions-oriented support Respond quickly to customer questions regarding shipments, hardware, setup, returns, and troubleshooting Troubleshoot real-time issues related to Apple devices, POS systems, connectivity, accessories, and event hardware Coordinate closely with Fulfillment and Operations teams to ensure customer communication aligns with execution Track equipment returns and proactively communicate updates, discrepancies, or delays Support customers through high-pressure event moments with professionalism and confidence Identify recurring customer pain points and recommend process improvements that create a smoother experience Learn and maintain strong knowledge of Fello's hardware ecosystem, deployment workflows, and operational processes What Makes You Great in This Role Experience in a customer-facing support, technical support, operations, or event technology role Comfortable troubleshooting Apple products, iPads, iPhones, tablets, POS systems, accessories, and hardware setups Familiarity with charging ecosystems, connectivity basics, and device configuration Experience supporting live events, technology deployments, logistics operations, or field support environments preferred Strong communicator who keeps customers informed proactively and clearly Able to stay calm, organized, and solutions-focused in fast-moving situations Comfortable managing multiple active requests, timelines, and conversations simultaneously Detail-oriented with strong follow-through and ownership mindset Comfortable learning new platforms, systems, and operational workflows quickly Experience using HubSpot or similar CRM/support platforms preferred We especially value candidates with experience in Apple retail, event operations, technical support, hospitality technology, deployment logistics, or hands-on customer technology environments.

Pay:

$18.00 - $26.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person