Customer Support Specialist
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Job Description
Customer Support Specialist ensuring satisfaction for Front's clients through effective support and assistance. Engaging with customers to resolve issues and enhance product usage.
Responsibilities:
- 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
Requirements:
- 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!
Benefits:
- Fully covered health insurance - medical, dental and vision
- Generous paid time off
- Mental health support with Workplace Options
- Family planning support with Maven
- Monthly Lifestyle Stipend to spend on fitness, health and wellness, and other activities
- Monthly Teleworking Allowance to be used towards Wi-Fi, equipment, cell data, etc.
- Wellness Days - Fronteers get an additional day off on months with no holidays
- Winter Break - Our offices are closed from Christmas to New Year's Day!
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