Customer Support Specialist

Job description

Front is the customer operations platform built for B2B complexity, keeping every team, tool, and customer conversation in sync so companies can scale without losing connection. Others handle simple interactions. Front handles the coordination and context behind complex B2B customer relationships. Over 9,000 companies, including Uber Freight, Navan, and Stripe, rely on Front because it's the only one that can run the operational layer that makes customer-facing work actually succeed. 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 Built In's 100 Best Midsize Places to Work in SF 2025 https://builtin.com/awards/san-francisco/2025/best-midsize-places-to-work?utm_campaign=bptw-2025&utm_content=article&utm_medium=website&utm_source=editorial, Top Places to Work by USA Today 2025 https://topworkplaces.com/company/front/, Y Combinator's list of Top Companies in 2023 https://www.ycombinator.com/topcompanies, #4 on Fortune’s Best Workplaces in the Bay Area™ https://www.greatplacetowork.com/best-workplaces/bay-area/2022?category=small-and-medium ,Inc. Magazine's 2022 Best Workplaces list https://www.inc.com/best-workplaces/2022, and Forbes Best Startup Employers 2022 List https://www.forbes.com/lists/americas-best-startup-employers/?sh=661411d52ad7. Read more about Front's expansion into Chile https://blog.investchile.gob.cl/front-expands-in-chile! Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. We combine the efficiency of a help desk with the familiarity of email so teams can centralize messages, route them to the right person, and unlock visibility and insights across all of their customer operations. We’re looking for a Customer Support Specialist to play an essential role in creating the customer experience for our global customers. You’ll be the voice of Front, handling all types of customer inquiries with empathy and precision, and partnering with Product and Engineering to make the product better. What will you be doing? - Ensure the success of Front customers by delivering timely, effective assistance during LATAM hours - Work the day‑to‑day support queues across email and live chat with a focus 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 What skills & experience do you need? - Highly motivated self‑starter who enjoys being in the queue and “crushing” volume without sacrificing quality - 2+ years of proven customer service experience, ideally in SaaS or tech startups - Tech savvy and hungry to keep learning; able to explain complex issues simply - Excellent written and verbal communication in English; French is a bonus - Ability to identify customer needs and implement solutions; experience with Front is a plus - Comfortable working LATAM hours and participating in periodic on‑call rotations What we offer - Competitive salary - Fully covered health insurance - medical, dental and vision - Generous paid time off - Mental health support with Workplace Options - Family planning support with Maven - 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. - Wellness Days - Fronteers get an additional day off on months with no holidays - Summer Break - Our offices are closed from Christmas to New Year's Day! 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. By applying, you acknowledge and agree that you have read and understand the California Recruiting Privacy Notice https://front.com/legal/california-recruiting-privacy-notice & EU Privacy Notice https://front.com/legal/eu-recruiting-privacy-notice