[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Frontera is dedicated to improving care for children with autism and behavioral health needs through innovative AI tools. The Customer Support Specialist will provide Tier 1 support, ensuring users have a positive experience with the product by addressing inquiries and resolving common issues.

Responsibilities

• Serve as the first point of contact for customer support inquiries
• Resolve Tier 1 support issues by answering product questions, addressing common user errors, and guiding users through workflows
• Identify when issues need to be escalated and route them appropriately to Product or Engineering
• Provide clear, timely, and empathetic communication to customers
• Track and document support requests, patterns, and resolutions using a ticketing system
• Maintain a high standard of customer experience and professionalism
• Contribute feedback on recurring customer questions or friction points to help improve documentation and product experience
• Support internal teams with basic product questions as needed

Skills

• 1–3 years of relevant experience in customer support, customer service, or a customer-facing role
• Previous experience using a ticketing platform (e.g., Zendesk, Freshdesk, HubSpot, or similar)
• Strong customer service mindset with excellent written and verbal communication skills
• Ability to explain concepts clearly and patiently to non-technical users
• Organized and detail-oriented with the ability to manage multiple support requests
• Comfortable learning new tools and product workflows
• Ability to follow established processes while delivering a high-quality customer experience
• Positive attitude and strong sense of ownership over customer outcomes
• Experience supporting software or technology products
• Experience in healthcare, health tech, or a regulated environment

Benefits

• Stock options
• Health benefits
• 401(k) plan
• 4 weeks of PTO per year

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