Customer Support Specialist

Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life.

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.

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

• 2 years minimum proven track record of great customer service experience (bonus points for 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 (+ French is a bonus)

• Experience with using Front is a huge plus!

This is a fully remote position, expected to work one of the following shifts: 11:00pm - 8:00am GMT-4. Additionally, this position is expected to be on-call 24/7 a few weeks/weekends per year.