Customer Support Representative

Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. Front streamlines customer communication by combining the efficiency of a help desk and the familiarity of email, with automated workflows and real-time collaboration behind the scenes. With Front, teams can centralize messages across channels, route them to the right person, and unlock visibility and insights across all of their customer operations. 

More than 8,000 businesses across many different industries (manufacturing, logistics, travel, financial services, tech, etc.) use Front to drive operational efficiency that prevents churn, improves retention, and propels customer growth. 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 Representative 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)
• Debug and test product features and report them to product and engineering
• Identify common customer challenges and proactively find ways to improve our product and processes

• 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 in Pacific Time, Monday - Friday, regardless of location: 6:00am - 2:00pm, 7:00am - 3:00pm, or 8:00 am - 4:00 pm. Additionally, this position is expected to be on-call 24/7 a few weeks/weekends per year.

Note that we are only able to hire for this role in the following states:

Arizona, Colorado, Connecticut, Florida, Illinois, Nevada, New Jersey, New York, North Carolina, Oregon, Texas, Washington, Tennessee, Missouri

The US hourly range for this full-time position is $28.36 - $35.70/hour USD. Individual compensation packages are based on factors unique to each candidate, including job-related skills, experience, qualifications, work location, training, and market conditions. At Front, we take a market based approach to pay. In addition to cash compensation (which includes base salary and, where applicable, may include commissions or overtime pay), Fronteers are eligible to receive equity in the company. This resource will provide additional information on our location zone designations. If you have questions, please speak with a member of our Recruiting Team for additional information. 

Zone 2: USD hourly range $30.04 - $35.72/hour

Zone 3: USD hourly range $28.36 - $33.75/hour

What we offer

✨ Competitive salary

🤝 Equity (we are post-series D & backed by some of the best VCs in the US)

🏥 Private health insurance fully covered by Front

💪 Flexible Fridays - learn more here!

🏡 Flexibility to work from home 3 days/week (unless posted as a full-remote role)

🛋 Mental health support with Modern Health

🍼 Family planning support with Maven

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.

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