[Hiring] Customer Support Specialist @Front

Role Description

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.

• 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

Qualifications

• 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!

Requirements

• This is a fully remote position, expected to work Tuesday through Saturday: 6:00 AM – 3:00 PM Philippine Standard Time (PHT)
• This position is expected to be on-call 24/7 a few weeks/weekends per year

Benefits

• Competitive salary
• Rice subsidy
• Fully covered health insurance - medical, dental, vision, and life insurance
• Paid parental leave
• Generous paid time off & sick leave
• Mental health support with Workplace Options
• 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.
• Winter Break - Our offices are closed from Christmas to New Year's Day!