Customer Support Representative (PST Evening Hours)

Remote

FrontApp, Inc. logo
FrontApp, Inc.
Front is the customer communication platform that seamlessly combines emails, apps, and teammates into a single view. Stop being busy. Start making an impact.
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Front is a hub for customer communication that allows companies to offer tailor-made service at scale. Front looks and feels like your email inbox with a few very important differences: teammates collaborate in the same place where external messages are sent and received, and behind the scenes, robust workflows and integrations power the efficiency and insights typically found in a CRM. More than 6,500 businesses use Front to work together to send out the best replies faster, keep messages organized across channels, and always maintain a personal touch. The result is premier, personalized service that scales with your business — and a team that works together as one. 
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 role will be covering an evening shift from 4pm - Midnight PST

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).
  • Take part in the“on-call” rotation for urgent customer requests
  • 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.
Job perks/benefits: Startup environment
Job region(s): Worldwide/Anywhere
Job stats:  16  6  0
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