Front is the leading AI-powered customer service platform built for collaboration. Front brings core support channels into a modern, intuitive workspace where teams can collaborate on requests, automate manual processes, and delight customers across their entire lifecycle. Front’s flexible workflows, AI features, and customer intelligence provide the efficiency and insights to keep entire organizations customer-first, every day. More than 9,000 of the most innovative companies worldwide including CultureAmp, HootSuite, and Y Combinator use Front to deliver five-star service at scale.

Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and PagerDuty. Front has received numerous Great Place to Work accolades, including Y Combinator's list of Top Companies in 2023, #4 on Fortune’s Best Workplaces in the Bay Area™ ,Inc. Magazine's 2022 Best Workplaces list, Forbes Best Startup Employers 2022 List, and Best workplaces for Millennials 2022 list.

We’re looking for a Customer Support Specialist to play an essential role in creating the customer experience. You will be the voice of Front, responsible for all types of customer inquiries, and for keeping our customers happy.

This is a fully remote position, expected to work one of the following shifts: 8:00 AM-4:00PM GMT (7:00AM -3:00PM EST), Monday - Friday, regardless of location. Additionally, this position is expected to be on-call 24/7 a few weeks/weekends per year

What will you be doing?

• Ensure 100% success of all of our Front customers

• Engage in the day-to-day grind of support queues, providing timely and effective assistance to customers with a focus on issue resolution and customer satisfaction

• Become an expert on how Front works and its day-to-day usage

• Respond to customer support inquiries and monitor the incoming conversations in all of our support channels (email, live chat)

• Debugging and testing product features and reporting them to product and engineering

• Identify common customer challenges and proactively find ways to improve our product and processes

What skills & experience do you need?

• A highly motivated self starter who is ready to dig in, hustle, and crush the queues

• 4 years minimum proven track record of great customer service experience (SaaS/tech startup customer support experience)

• Tech savvy and hungry to improve technical skills

• Ability to identify customer needs and successfully implement solutions

• Excellent verbal & written communication – you can explain complex issues in simple terms and adapt your tone for different users

• Humble and friendly person who genuinely loves helping people and solving problems

• Fluent in English

• Experience with using Front is a huge plus!!

What we offer

• Competitive salary

• Focus Fridays - learn more here!

• Wellness Days - Fronteers get an additional day off on months with no holidays

• Holiday Break - Our offices are closed from Christmas to New Year's Day!

Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. By applying, you acknowledge and agree that you have read and understand the California Recruiting Privacy Notice & EU Privacy Notice