Customer Support Representative

Job Description

Front powers the heart of business: the meaningful connections between teams and customers that lead to lasting relationships. Bringing email and apps together in a collaborative customer communication platform, Front drives business impact by scaling the natural conversations that create customers for life. More than 6,000 businesses are using Front today to cultivate personalized customer relationships at scale and transform their work into impact. With $138M in funding, Front is backed by Sequoia Capital, and other leading venture capital firms, as well as independent investors including top executives of Atlassian, Okta, Qualtrics, and Zoom. Front was recently named to Wealthfront’s Career-Launching Companies in 2021 and Forbes Cloud 100 2020 , the definitive list of the top software companies in the world. We have also been recognized on LinkedIn’s 2020 Top Startups , The New York Times’ The Next Wave of‘Unicorn’ Start-Ups , Fortune’s Best Small Workplaces , and Glassdoor’s Best Places to Work . We’re looking for a Customer Support Representative to play an essential role in creating the customer experience. You will be the voice of Front, responsible for all customer inquiries, and for keeping our customers happy. This position is required to be remote in the state of Washington.

What will you be doing?

• Ensure 100% success of all of our Front customers
• Become an expert on how Front works and its day-to-day usage, helping our customers understand the features and all of the benefits pertaining to their specific needs
• Respond to customer support inquiries and monitor the incoming conversations in all of our support channels(email, chat, calls).
• Develop, write and maintain the Support team’s content library, including help center articles, internal guides, and training materials.
• 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 and 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)
• Experience writing complex and technical material with a customer-facing lens
• Tech savvy and hungry to improve technical skills
• Ability to identify customer needs and successfully implement solutions fast
• 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!

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. Apply for this job