---
title: 'Customer Support Specialist at Fabric'
canonical: 'https://feeny.ai/job/customer-support-specialist-fabric-new-york-h8nagxvyyqa9'
type: 'job'
last_seen: '2026-09-06'
---

# Customer Support Specialist at Fabric

- **Company:** Fabric
- **Location:** New York, NY
- **Work type:** remote
- **Posted:** 2026-08-14
- **Last confirmed live:** 2026-09-06
- **Apply:** https://job-boards.greenhouse.io/fabric83/jobs/7869892003

## Job description

Customer Support Specialist

Financial Services and Mobile App Chat Support

Customer Support plays a central role in how families experience Fabric by Gerber Life. As we continue building financial products designed to make planning for the future simpler and more accessible, this team helps customers navigate important moments with clarity, confidence, and care.

This Customer Support Specialist will support customers across our financial services and mobile-app experiences, with an initial focus on custodial investment accounts. You’ll work primarily through live chat and email, while partnering closely with Product, Engineering, Operations, and other teams to resolve customer issues, identify recurring friction, and help improve the systems and experiences behind the scenes.

We’re looking for someone who can move quickly without losing the human element — someone who is comfortable working through ambiguity, can turn customer conversations into useful insights, and can collaborate thoughtfully across teams as products and priorities evolve.

Your day-to-day:

- Support customers through live chat and email, with limited phone support as needed.
- Help customers navigate account access, servicing, identity verification, transactions, and other product-related questions.
- Communicate clearly and empathetically, especially when issues are complex, sensitive, or require additional investigation.
- Complete recurring operational and account-servicing processes accurately and consistently.
- Prioritize work based on customer impact, urgency, risk, and service-level expectations.
- Identify recurring customer friction and help improve macros, documentation, workflows, and help content.
- Escalate product and technical issues with clear context and partner with Product, Engineering, Operations, and other teams to support resolution.

What you’ll bring to the table:

- 2–3 years of customer support experience in a digital environment, preferably through live chat and email.
- Strong written and verbal communication skills.
- Experience investigating customer issues that require follow-up or coordination across teams.
- Strong attention to detail and comfort managing both customer conversations and recurring operational work.
- Ability to stay calm, clear, and empathetic during challenging customer interactions.
- Comfort working through ambiguity and learning new products, systems, and processes.
- Ability to work independently in a remote environment and collaborate effectively across teams.
- Curiosity about financial products, mobile applications, and customer experience.

Bonus points if you have:

- 1+ years of experience in financial services, fintech, banking, investments, insurance, or another regulated industry.
- Experience with custodial or investment accounts, payments, identity verification, or account servicing.
- Experience using Intercom or a similar customer-support platform.
- Experience improving support documentation, workflows, or operational processes.
- Familiarity with AI-enabled support or productivity tools.

Salary Range: $60,000–$78,000

## About Fabric

## Company Overview
- **One-liner**: Fabric provides an agentic commerce platform that helps brands and retailers optimize, manage, and activate product data across every channel using AI‑powered automation.
- **Entity Type**: Private (Series C, 2022)
- **Headquarters**: Seattle, Washington, United States
- **Founded**: 2017
- **Founders**: Not publicly disclosed (CEO: Faisal Masud)

## Core Business
- **Primary industry/industries**: Digital commerce software, headless commerce, AI‑powered product optimization
- **Target customers**: Mid‑market to enterprise brands and retailers (e.g., GNC, Chico’s, McDonald’s, The Honest Company) – B2B
- **Mission or purpose statement**: “Revolutionize commerce for everyone” – creating intelligent, adaptive, and human‑centered commerce systems that bridge human intent and machine capability.

## Products & Services
- **fabric NEON**: The company’s flagship agentic commerce platform. Uses a specialized AI model to monitor, optimize, and activate product data across all demand channels.
- **Product Agent**: An autonomous system that handles the full product lifecycle – enrichment, catalog management, pricing, and personalization – acting as an intelligent collaborator for commerce teams.
- **Activate**: A module to onboard new SKUs faster and enrich product data with intent signals from leading category prompts.
- **Integrations**: Flexible input/output options including CSV, Shopify, ChatGPT (ACP), and the Universal Commerce Protocol (UCP), plus 300+ commerce APIs and an orchestration framework.

## Market Standing
- **Valuation/Market Cap**: ~$1.5 billion (post‑money, February 2022 Series C)
- **Key Metric**:
  - **Annual Revenue**: $16.8 million (LinkedIn estimate, 2025)
  - **Total Funding**: $293.5 million across six rounds (Seed, Series A, B, C)
- **Notable Investors/Partners**: SoftBank Vision Fund 2 (lead Series C), Norwest Venture Partners, Stripes, Redpoint Ventures, Forerunner Ventures, Glynn Capital, B Capital Group, Greycroft, Sierra Ventures, Expa, and others.
- **Growth Signals**:
  - 260 % YoY gross merchandising value (GMV) growth
  - 277 % YoY transaction growth
  - 1 billion+ API calls in 2024 with <50 ms latency for core storefront services
  - 4.5 x YoY revenue growth in 2021
  - 96 employees (‑2.5 % YoY), operating across 15 countries

## Competitive Advantages
- **API‑first, headless architecture** – lets merchants keep their existing tech stack and go live in months without replatforming.
- **Agentic commerce pioneer** – first‑mover with a commerce‑specific AI model (NEON) that understands SKUs, categories, and retail context.
- **Modular and open** – 300+ APIs and a marketplace allow infinite customization and integration.
- **Proven enterprise traction** – signed customers like McDonald’s, The Honest Company, Chico’s, and GNC.

## Strategic Focus
- Accelerating the shift to “agentic commerce” – building autonomous systems that handle product, pricing, logistics, and marketing.
- Deepening AI capabilities with the fabric NEON model and Product Agent.
- Geographic expansion (notably APAC via a head in India) and leveraging automation to scale.

## Why Work Here
- **Culture**: “Trust is our #1 value” – the company emphasises curiosity, collaboration, mutual respect, and continuous learning. Team members are driven by customer success.
- **Work environment**: Distributed workforce across 15 countries; remote/hybrid‑friendly (not explicitly mandated).
- **Engineering culture**: Modern architecture (API‑first, cloud‑native), work on cutting‑edge AI for commerce, low‑latency systems, and high‑scale API traffic (1 B+ calls/year).
- **Perks**: Not detailed publicly, but employee reviews (3.2/5 on LinkedIn) highlight competitive compensation (3.6/5) and room for impact.

## Sources
1. [fabric.inc – Homepage](https://fabric.inc/)
2. [fabric.inc – About page](https://fabric.inc/company/about)
3. [fabric.inc – Careers page](https://fabric.inc/company/careers)
4. [fabric.inc – Series C press release](https://fabric.inc/press/headless-commerce-leader-fabric-announces-140-million-series-c-funding-led-by-softbank)
5. [LinkedIn – fabric Company Page](https://www.linkedin.com/company/teamfabric)
6. [fabric Greenhouse Careers Page](https://job-boards.greenhouse.io/fabric83)

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