Customer Support Specialist
Supports global Front customers through email and live chat during LATAM hours, resolving issues with empathy and precision. The role requires at least two years of customer service experience, strong technical aptitude, excellent English communication, and collaboration with Product and Engineering.
About the job
Responsibilities
- Ensure the success of Front customers by delivering timely, effective assistance during LATAM hours.
- Work day-to-day support queues across email and live chat, focusing on resolution quality and speed.
- Become an expert on Front’s product, features, and common workflows.
- Debug and test product features, file clear bug reports, and collaborate with Product and Engineering.
- Identify recurring customer challenges and propose improvements to macros, help center content, and processes.
Requirements
- 2+ years of proven customer service experience, ideally in SaaS or technology startups.
- Technically savvy and eager to keep learning; able to explain complex issues simply.
- Excellent written and verbal communication in English.
- Comfortable working LATAM hours and participating in periodic on-call rotations.
Nice to Have
- French language skills.
- Experience with Front.
Compensation and Benefits
- Competitive salary.
- Fully covered medical, dental, and vision insurance.
- Generous paid time off.
- Mental health support with Workplace Options.
- Family planning support with Maven.
- Monthly lifestyle stipend for fitness, health and wellness, and other activities.
- Monthly teleworking allowance for Wi-Fi, equipment, cell data, and related expenses.
- Wellness Days: an additional day off in months with no holidays.
- Summer Break: offices are closed from Christmas through New Year’s Day.
Skills
SaaS, Customer Service, Live Chat, Bug Reporting, Product Testing, Technical Support, Help Center Content
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